ICT usage in the Republic of Serbia, 2006€¦ · Translation: Vesna Aralica, Gordana Nedeljković Cover page design: Nemanja Pavlović, Gordana Glušac Printed by: ″Publikum″

Statistical Office of the Republic of Serbia

ICT usage in the Republic of Serbia, 2006

Households / individuals

Enterprises

Belgrade, 2006 First edition

Editor: Republički zavod za statistiku Srbije Milana Rakića 5, Beograd Tel: 2412-922; faks 2411-260 For the editor: Dragan Vukmirović, PhD, Director Authors: Dragan Vukmirović, PhD, Kristina Pavlović, Vladimir Šutić Editorial board: Predrag Čanović, Miroslav Cucurević, Mirjana Ogrizović Brašanac, Božidar Popović, Jovanka Šalinović Technical editor: Zvonko Štajner, Msc Prepared for printing: Ivana Adžić, Dušan Vuković, Neđeljko Ćalasan Editing: Emilija Vidanović Translation: Vesna Aralica, Gordana Nedeljković Cover page design: Nemanja Pavlović, Gordana Glušac Printed by: ″Publikum″ Slavka Rodića 6, Beograd Circulation: 500 copies

Every person using the data from this publication is due to mention the source.


Introduction Households/individuals Enterprises Dictionary

INTRODUCTION

Words such as ''global'', ''information'', ''technological'' are often used whenever one describes modern society.

There is no doubt that the use of the Internet and other forms of modern communication, particularly over the past 15 years, has ceased to be a mere ''status symbol'' and become a necessary tool for individuals, organizations or larger communities and the Government.

This technology does not only requires the acquisition of new knowledge for dealing with necessary modern forms of communication, but it also establishes new standards, creates new habits and has a strong influence on current social relations.

The Statistical Office of the Republic of Serbia (SORS) carried out in 2004 a pilot survey on the use of information and communication technologies in organizations involved in banking and insurance. The primary aim of the project was to test methodologies and tools and prepare the implementation of similar and regular surveys on households and the economy.

This year SORS conducted two surveys on ICT. The first relates on households and individuals and the second on enterprises.

The surveys were realized in the Republic of Serbia in compliance with Eurostat methodologies. Data for the autonomous province of Kosovo and Metohia are not available for UNMIK, as UN representative, has established civil administration on this territory.

The year 2005 was taken to be the reference period for a selection of questions, and the three months preceding the telephone interview that for the other set of questions.

The survey relating to households was carried out on a two-stage sample, which was stratified according to the criterion of urban characteristics. The sample was allocated to territories of Central Serbia (Belgrade excluded), Vojvodina and Belgrade, proportionally to the number of households. It covers 1200 households and 1200 individuals. The survey was realized by telephone, within which indirect interview was allowed (someone else answers the questions on the behalf of the absent person).

The survey relating to enterprises was conducted by telephone on a sample stratified by size and activity. It covered 600 enterprises.

We hope that this publication will render to users a sufficient amount of data on the current situation in the domain of information and communication technologies, and that it will serve as a good base for further improvements.

3


4



TABLE OF CONTENT

Introduction Introduction...............................................................................................................................3 Graphs .........................................................................................................................................6

Part 1 Usage of information and communication technologies in

households / by individuals in the Republic of Serbia, 2006 1.1. Methodology....................................................................................................................10 1.2. Sample ..............................................................................................................................11 1.3. Major findings .................................................................................................................12

1.3.1. Devices in households ......................................................................................12 1.3.2. Computers in households .................................................................................12 1.3.3. Internet in households.......................................................................................13 1.3.4. Individuals: use of computers ...........................................................................16 1.3.5. Individuals: use of the mobile telephone...........................................................18 1.3.6. Individuals: use of the Internet ..........................................................................20 1.3.7. E-government....................................................................................................23 1.3.8. E-commerce......................................................................................................25 1.3.9. Electronic education..........................................................................................27

1.4. Survey results .................................................................................................................30 1.5. Questionnaire .................................................................................................................50


enterprises in the Republic of Serbia, 2006 2.1. Methodology....................................................................................................................64 2.2. Sample ..............................................................................................................................65 2.3. Major findings .................................................................................................................66

2.3.1. Computers in enterprises..................................................................................66 2.3.2. Computer systems in enterprises .....................................................................67 2.3.3. Internet in enterprises .......................................................................................70 2.3.4. E-government....................................................................................................72 2.3.5. Website .............................................................................................................73 2.3.6. Data protection systems ...................................................................................74 2.3.7. E-commerce......................................................................................................75

2.4. Survey results .................................................................................................................77 2.5. Questionnaire ...............................................................................................................110

Dictionary ICT dictionary ...................................................................................................................... 116

5


GRAPHS


households / by individuals in the Republic of Serbia, 2006

1. Devices in households 2. Percentage of households owning a computer, by type of locality 3. Percentage of households owning a computer, by amount of income 4. Is the household connected to the Internet at home? 5. Percentage of households being connected to the Internet, by type of locality 6. Percentage of households being connected to the Internet, by amount of income 7. Devices enabling the connection to the Internet 8. Type of Internet connection 9. Why the household is not connected to the Internet?

10. When did you last use the computer? 11. Share of computer users (within the last three months), by level of educational

attainment 12. Structure of education of computer users 13. Share of computer users (within the last three months), by employment status 14. Use of computers (within the last three months), by sexe and age 15. In average, how often did you use the computer within the last three months? 16. Do you use the mobile telephone? 17. Share of mobile telephone users, by level of educational attainment 18. Share of mobile telephone users, by employment status 19. To what extent have you replaced the use of the traditional postal services by sending

messages via mobile telephone? 20. When did you last use the Internet? 21. Share of Internet users (within the last three months), by level of educational

attainment 22. Structure of education of Internet users 23. Share of Internet users (within the last three months), by employment status 24. In average, how often did you use the Internet within the last three months? 25. Use of the Internet (within the last three months), by sexe and age 26. To what extent have you replaced the use of the traditional postal services by sending

e-mails via the Internet? 27. Do you have an e-mail address (private of official)? 28. For what activities (for personal purposes) did you use the Internet within the last three

months? 29. Would you be interested in using the Internet services of public administration instead

of making personal contacts?

6



30. Why don’t you use the services of public administration? 31. Out of the following, what did you do via the Internet? 32. When did you last buy/order goods or services via the Internet (for personal

purposes)? 33. What kind of goods or services dis you order via the Internet (for personal purposes)

within the last 12 months? 34. Why didn’t you buy/order any goods or services (for personal purposes) via the

Internet within the last 12 months? 35. Which of the following computer activities have you already performed? 36. which of the following Internet activities have you already performed? 37. Where and how have you acquired skills for performing these activities?


enterprises in the Republic of Serbia, 2006

1. Does your enterprise use computers for business operations? 2. Share of employees that use computers at least once a week 3. Are there any employees in your enterprise that have access to the computer system

when away from their work place? 4. Does your enterprise encounter difficulties when hiring ICT skilled workers (from basic

to professional level)? 5. Does your enterprise use the following information and communication technologies? 6. Does your enterprise use IT systems for managing operations relative to orders

placement and receipt? 7. To what extent your enterprise replaced the use of traditional mail with electronic

means in communicating with customers and other enterprises in the last five years? 8. Does your enterprise have access to Internet? 9. Share of employees that use Internet at least once a week

10. Does your enterprise use some of the following external connections to Internet? 11. The purpose of Internet use in your enterprise 12. Does your enterprise use e-government services? 13. Purpose of using e-government services 14. Does your enterprise have website? 15. Does your enterprise provide the following services through website? 16. Does your enterprise use the following data protection systems? 17. Did your enterprise order goods/services through Internet in 2005? 18. The share of Internet purchases in all purchases in 2005 19. Did your enterprise receive orders by Internet in 2005?

7

Usage of

Information Communication Technologies in the Republic of Serbia,

2006

Part 1 – Households/individuals

Part 2 – Enterprises


1.1. METHODOLOGY

Realization: • The survey was carried out from September 13 to 23, 2006

Type of survey: • Telephone survey

Sample size: • 1200 households

• 1200 individuals

Target population:

• For households: the target population covers all households with at least one member aged between 16 and 74;

• For individuals: the target population covers all individuals aged between 16 and 74

Type of sample: • Two-stage, stratified sample

Territory surveyed: • Territory of the Republic of Serbia (Kosovo and Metohia excluded)

10

Methodology Sample Major findings Survey results Questionnaire


1.2. SAMPLE

The survey on the usage of information and communication technologies in households was carried out on a representative sample of 1200 households on the territory of the Republic of Serbia. The response rate is 96% (1157 households).

Households

Income Region Type of household

Sample (households)

Up

to 3

00

Eur

os

300

- 600

E

uros

Ove

r 600

E

uros

Cen

tral S

erbi

a

Voj

vodi

na

Bel

grad

e

Urb

an

Rur

al

Total

Number 658 410 89 566 294 297 734 423 1157

% 56.9 35.4 7.7 48.9 25.4 25.7 63.4 36.6 100.0

The same sample was also used for individuals aged between 16 and 74 living on the territory of the Republic of Serbia. The response rate is 96% (1157 individuals).

Persons

Age Sex Education Employment status

Sam

ple

(per

sons

)

16 -

24

25 -

34

35 -

44

45 -

54

55 -

64

65 -

74

Mal

e

Fem

ale

Low

er th

an

seco

ndar

y

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

er

Tota

l

Number 212 223 207 205 132 178 536 621 263 642 252 427 289 99 342 1157

% 18.1 19.3 17.9 17.7 11.4 15.4 46.3 53.7 22.7 55.5 21.8 36.9 25.0 8.6 29.5 100.0

11


1.3. MAJOR FINDINGS

1.3.1. Devices in households Respondents were offered to give several answers to questions regarding devices in the household. It occurs from the survey that 95.7% households have a TV set, 30% have cable TV, and 6.7% have satellite TV.

71.2% households own a mobile telephone

There are 86.5% households that have a fixed telephone line, 71.2% households a mobile telephone, and 1.5% households own a laptop.

Graph. 1.1. Devices in households

1.3.2. Computers in households The main results stemming from this survey show that 26.5% of households in the Republic of Serbia own a computer. The percentage of computers in households varies depending on the territorial unit: in Belgrade it amounts to 30.7%, in Vojvodina to 29.6%, and in Central Serbia to 22.7%.

26.5% of households own a computer

Differences are also evident when one compares the percentage of computers in urban and rural areas of Serbia: 31.6% and 18.8% respectively.

Laptop

Playstations

Satellite TV

GPRS, WAP)

Personal computer (PC

Cable TV

Mobile phone

Fixed telephone line

TV

1.5%

2.8%

6.7%

9.0%Internet via mobile phone (

26.5%)

30.2%

71.2%

86.5%

95.7%

12



Graph. 1.2. Percentage of households having a computer, by type of locality

Rural

Urban

Up to 300 Euros

ros300 - 600 Eu

600 and over

However, the largest gap regarding the percentage of computers in households has been seen in the structure of households according to monthly income. In general, households which income is over 600 euros (65.9%) own a computer, while the share of those with an income up to 300 euros amounts to 15.7%.

15.7% of households with an income of 300 Euros own a computer

Graph 1.3. Percentage of households that own a computer, according to the amount of income

31.6%

18.8%

65.9%

43.9%

15.7%

1.3.3. Internet in households

In the Republic of Serbia, 18.5% of households are connected to the Internet, while 81.5% of them are not.

18.5% of households are connected to the Internet

Graph. 1.4. Is the household connected to the Internet at home?

YES 18.5%

NO 81.5%

Belgrade sees the greatest percentage of Internet connections which amounts to 22.7%. The percentages in Vojvodina and Central Serbia are 19.8% and 15.6% respectively.

13


Graph 1.5. Percentage of households having Internet connection, by type of locality

Rural

Urban

Up to 300 Euros

uros300 - 600 E

600 and over

Significant differences are noticeable when we compare the percentage of Internet connections in urban and rural areas of Serbia: 22.5% and 12.5% respectively.

Just as in the case of the percentage of computers in households, there is also a great gap regarding Internet connections as to the structure of households according to the amount of monthly income. In general, households with an income of 600 Euros and over (50.9%) are connected to the Internet while the share of those which income is under 300 Euros is 8.6%.

8.6% of households with an income up to 300 Euros are connected to the Internet

Graph 1.6. Percentage of households being connected to the Internet, according to the amount of income

22.5%

12.5%

50.9%

34.8%

8.6%

As regard the question on devices used in households to access the Internet, 94% of households said it was the personal computer, 4.6% of them use the laptop for that purpose, while 7.7% use other devices to get connected to the Internet (playstations, TV with specific Internet device, etc.).

Graph 1.7. Devices enabling connection to the Internet

94.0%

7.7%

4.6% Laptop

Others

Personal computer PC

14



Regarding the access to the Internet (types of connections), households were offered to give a number of answers. Based on the results, out of the total number of households being connected to the Internet, 85.4% of households has a modem connection, 13.5% WAP and GPRS, and 4.5% of them have ADSL.

85.4% of households that are connected to the Internet use the modem connection

Graph 1.8. Type of Internet connection

DSL ( ADSL)

ons

.

DN

Other connecti

Mobile phone: WAP, GPRS, etc

Modem or IS

85.4%

13.5%

4.7%

4.5%

The question relating to the reason of not being connected to the Internet was most often given the following answers:

''The equipment is too expensive.'' (33.4%) ''I do not need the Internet.'' (25.2%) ''I do not want the Internet.'' (13.6%) ''The Internet connection is too expensive.'' (9.6%)

Graph 1.9. Reason for which households are not connected to the Internet

33.4%

25.2%

24.7%

13.6%

9.6%

5.3%

4.9% Have access to the Internet

somewhere else

Lack of skills

Access to the Internet is too expensive

Do not want Internet

None; other reasons

Do not need Internet

The equipment is too expensive

15


1.3.4. Individuals: use of computers In the Republic of Serbia 33.6% of persons used a computer within the last three months, 3.7% over three months ago, and 5.9% over a year ago. Even 56.8% of persons have never used a computer.

Over 1 900 000 persons used a computer within the last three months

Graph 1.10. When did you last use a computer?

Over a year

5.9%

Never used56.8%

Over three months(less than 1 year)3.7%

During the lastthree months

33.6%

The share of persons who used a computer (within the last three months), according to the level of educational attainment:

• 55.2% of persons with higher and high educational attainment; • 36.6% of persons with secondary educational attainment; • 13.7% of persons with lower than secondary educational attainment.

Graph 1.11. Share of persons who used a computer (within the last three months),according to the level of educational attainment

13.7%

36.6%

55.2%

Lower than secondary Secondary

High and higher

Among the persons who used a computer, 59% have attained secondary education, 30% higher and high education, and 11% of users have education lower than secondary.

16



Graph 1.12. Structure of computer users’s educational attainment

Lower than secondary

11.0%

Others

ployed

ployed

udent

Unem

Em

St

The share of computer users (within the last three months), according to employment status:

• 52.9% of employed persons; • 24.5% of unemployed persons; • 89.2% of students; • 14.5% of other categories (retired persons, persons serving military service, ...).

Graph 1.13. Share of computer users (withing the last three months), according to employment status

The results of the analysis of respondents show that, within the last three months, 39.2% of male and 29.4% of female persons used a computer.

Graph 1.14. Use of computers (within the last three months), by sex and age

89.2%

52.9%

24.5%

14.5%

Age femalesmales

SecondaryHigh and higher 59.0%

30.0%

80.4%

46.5%

47.6%

45.2% 15.4%

5.2% 2.5% 65-74 55-64 11.0%

45-54 27.2%

43.9% 35-44 25-34 41.1%

16-24 75.1%

17


To the question how often they used, in average, a computer within the last three months, 66.9% of respondents answered that they used it every day or almost every day, 24.9% at least once a week and 1.8% less than once a month.

Over 1 300 000 persons use a computer every day or almost every day

Graph 1.15. How often did you use, in average, a computer within the last three months?

Less than At leastonce a month once a month1.8%

Within the last three months, it was most often used at home (70%), then at work (33.7%), in a educational institution (31%) and at somebody else’s home (15.2%).

1.3.5. Individuals: use of the mobile telephone The survey has showed that 70% of the population uses a mobile telephone against 30% who does not use it.

Over 4 000 000 persons uses the mobile telephone

Graph. 1.16. Do you use mobile telephone?

The share of mobile telephone users, according to the level of educational attainment:

• 85.2% of persons with higher and high education; • 78.3% of persons with secondary education; • 43.5% of persons with education lower than secondary.

6.4%At least

once a week24.9% Every day or

almost every day66.9%

YES70.0%

NO30.0%

18



Graph 1.17. Share of mobile telephone users, according to educational attainment


Secondary

High and higher

85.2%

78.3%

43.5%

The share of cellular telephone users, according to employment status: • 88.8% of employed persons; • 73.9% of unemployed persons; • 98.1% of students; • 45.8% of other categories (retired persons, persons serving military service, …). Graph 1.18. Share of mobile telephone users, according to employment status

Others

udent

98.1%

88.8%

73.9%

45.8%

Unemployed

Employed

St

The results of the analysis of the respondents by sex show that 78.4% male persons and 63.5% female persons use a mobile telephone. The degree to which SMS has replaced the traditional way of sending messages has been mentioned as one of the indicators of the level of the usage of information and communication technologies. The largest number of respondents (29.8%) consider that the substitution has occured to a great extent or completely, while 26.4% think that it has not happened to a considerable extent. Graph 1.19. To what extent have you replaced the traditional postal services of

sending messages by messages sent by mobile telephone?

Not applicable to Mostly or the case

completely No substitution 5.2%

29.8%14.1%

Insignificant substitution

24.5% Significant substitution

26.4%

19


1.3.6. Individuals: use of the Internet In Serbia 23.9% of persons used the Internet within the last three months, 3.3% over three months ago and 4.4% over a year ago. Even 68.4% of respondents have never used the Internet.

Over 1 400 000 persons used the Internet within the last three years

Graph 1.20. When did you last used the Internet?


Secondary

High and higher

Lower than

secondary10%

Secondary55%

High and higher 35%

Over a year

4%

Never used69%

Over three months(less than a year)3%

During the last three months

24%

The share of Internet users (within the last three months), according to the level of educational attainment:

• 46.7% of persons with higher and high education; • 24.3% of persons with secondary education; • 8.3% of persons with education lower than secondary level.

Graph 1.21. Share of Internet users (within the last three months), according to educational attainment

46.7%

24.3%

8.3%

Among Internet users, 55% attained secondary education, 35% higher and high education and 10% of them have education lower than secondary level.

Graph 1.22. Structure of educational attainment of Internet users

20



The share of Internet users (within the last three months), according to employment status: • 39.0% of employed persons; • 13.9% of unemployed persons; • 77.0% of students; • 9.7% of other categories (retired persons, persons serving military service…). Graph 1.23. Share of Internet users (within the last three months), according to

employment status

Others

ployed

ployed

udent

77.0%

39.0%

13.9%

9.7% Unem

Em

St

After being asked how often did they, in average, use the Internet within the last three months, 51% of respondents answered: every day or almost every day.

Over 700 000 persons use the Internet every day

Graph 1.24. How often did you, in average, use the Internet within the last three months?

At leastonce a month

10% Every day or almost every day

51%

Less thanonce a month 2%

At leastonce a week

37%

Graph 1.25. Use of the Internet (within the last three months), by sex and age

Age

femalesmales

43.9%

55-74 47.6%

41.1%25-54

46.5%

75.1%16-24

80.4%

21


The analysis of respondents by sex shows that, within the last three months, 30% of men and 19.4% women used the Internet.

Within the last three months most of users used the Internet at home (67.8%), 33.4% at work, 15.4% at somebody else's home 10.6% in an educational institution and 5.6% of respondents in a public library, post office, Internet cafes, government organizations.

The degree to which e-mails sent through the Internet has replaced the traditional mailing services has been mentioned as one of the indicators on the use of information and communication technologies.The largest number of respondents, 31.9%, consider that the substitution has occured to a considerable extent, while 23.5% of them think that it has happened to the greatest extent or completely.

Graph 1.26. To what extent did you replace the traditional postal services by e-mail messages sent through the Internet?

Insignificant substitution

22%

Significant substitution

32%

Not applicable to the case

11%

Mostly or completely

24%

No substitution11%

The main findings of this survey indicate that 73.8% of respondents who use the Internet have an e-mail address, while 26.2% of them have neither a personal or official one.

Over 1 000 000 persons have an e-mail address

Graph. 1.27. Do you have an e-mail address (private ili official)?

YES73.8%

NO26.2%

Within the last three months, the respondents used most the Internet for: sending and receiving e-mails (70.1%), searching for information on goods and services (51.2%), playing or downloading games, photos or music (46.6%), using services related to travelling and accommodation (22.3%), listening to the web radio or watching web television (14.5%).

22



Graph 1.28. For what activities (for personal purposes) did you use the Internet within the last three months?

1.3.7. E-government The survey shows that 13.7% of respondents use the Internet instead of making personal contact or going to public institutions or administrative organization, while 43.1% of them are interested in this possibility but do not use it yet.

The fact that 43.2% of respondents are not interested in using this possibility is disquieting.

Over 190 000 persons use electronic services of the public administration

Software download

Listening to the web radio/watching web television

Searching jobs or sending job applications

Use of services that relate totravelling and accommodation

Reading or downloadingnewspapers/magazines

Playing or downloadingpictures and music

Searching of information on goodsand services

Others

Sending/receiving e-mails

14.3%

14.5%

17.6%

22.3%

37.2%

46.6%

51.2%

58.4%

70.1%

23


Graph 1.29. Would you be interested in using the Internet services of the public administration instead of making personal contacts?

Yes, I 've been

using this opportunity

14% No43%Yes, I would be

interested(but I don't usethis opportunityin the moment )

43%

Many individuals who do not use the Internet for paying their bills have mentioned the following reasons:

''Lack of information'' (31.2%) ''I prefer personal contacts'' (18.8%) ''I want direct responses '' (9.9%)

Graph 1.30. Why don’t you use the Internet services of the public administration?

31.2%

30.7%

18.8%

9.9%

8.6%

8.2%

2.9%

1.6%Additional costs

Worry regarding data safety

Services that I need are not accessibleon the Internet or it is difficult to find them

Too complicated

I want a direct answer

I prefer a personal contact

Nothing of stated

Lack of information

24



Graph 1.31. From the following services, which have you used through the Internet?

The survey also shows that 58.8% of respondents used the Internet within the last three months to obtain information from websites of public institutions, 45.3% to download official forms and 25.5% to send back filled in forms.

1.3.8. E - commerce As for the period of time within which the respondents purchased/ordered goods or services throught the Internet, 5.6% of them did it over the last three months, 4.6% over three months ago, and 1.4% over a year ago.

88.4% of respondents have never purchased/ordered goods or services through the Internet.

Over 100 000 persons purchased or ordered good/services through the Internet within the last three months

5.5% Social insurance

Car registration

Income tax

Public library

Personal documents(passport and driving licence)

Services regarding health

Enrollment at high schools and faculties

Services regarding job searchvia Employment Service

Certificates (birth, death certificates)

5.9%

11.8%

13.0%

14.3%

18.5%

19.6%

23.7%

32.6%

25


Graph 1.32. When did you last purchased/ordered goods or services (for personal purposes) through the Internet?

More than a year

More than three months

hs

ed

(less than a year)

During last three mont

I have never us

88.4%

5.6%

4.6%

4%1.

Much of the respondents purchased/ordered through the Internet clothes and sports articles (27.4%), household goods (26.5%), books and magazines (13.7%), movies, music (11.7%).

Graph 1.33. What kind of goods or services did you order (for personal purposes) through the Internet within the last 12 months?

13.7%

20.6%

26.5%

27.4%

11.7%

11.0%

8.6%Hardware equipment

Computer software

Movies, music

E-teaching tools

Other

Household goods

Clothes, sport products

Books, magazines,

26



The most frequent answers as for the reason for not using e-commerce are:

''I don’t need that kind of services'' (38.19%) ''I prefer direct purchase'' (14%) ''Do not possess cards for payments through the Internet'' (12.9%)

Graph 1.34. Why didn’t you purchase/order goods or services (for personal purposes) through the Internet within the last 12 months?

1.3.9. Electronic education The greatest percentage of respondents know how to use the copy/paste tools (77.4%), the function for copying or moving files (74.7%), the function of compressing files (37.6%), main arithmetic formulas in spreadsheet (34.9%).

As for the Internet operations, the greatest percentage of respondents know how to: use browsers in quest of information (68.5%), send e-mails with attachments (58.7%), chat in on-line forum (23.6%).

Goods delivery is a problem

Internet connection speedis too slow

Lack of skills

Worry about confidentialityor safety

Lack of confidence

I have not a payment cardvia Internet

I prefer to buy directly

Other

1.1%

1.4%

4.4%

5.6%

6.9%

12.9%

14.0%

15.5%

38.2% Do not need

27


Graph 1.35. Which of the following computer operations have you already performed?

77.4%

74.7%

37.6%

34.9%

34.1%

15.8%

8.5% Writing computer program

Nothing of stated

Connecting or installingof new devices

Use of basic arithmetic formulas inthe spreadsheet

Files compression (ZIP,RAR)

Files and folders copyingor moving

Use of copy or paste tools

Graph 1.36. Which of the following Internet operations have you already performed?

68.5%

58.7%

23.9%

23.6%

9.8%

7.4%

4.4%

Use of Internet for making phone calls

Use of peer to peer files sending for movies, music exchange, etc.

Discussions on the on-line forum

Nothing of stated

Sending e-mails with attachment

Use of browsersfor finding of information

Creating web pages

28



The facts that 42.9% of the respondents have acquired skills for performing these operations by asking colleagues', relatives' and friends' assistance and that 39.6% of them have acquired them by themselves through work are expressive of the considerable persistent need for additional training related to the use of computers.

The facts that 42.9% of the respondents have acquired skills for performing these operations by asking colleagues', relatives' and friends' assistance and that 39.6% of them have acquired them by themselves through work are expressive of the considerable persistent need for additional training related to the use of computers.

Graph 1.37. Where have you acquired skills for performing these operations? Graph 1.37. Where have you acquired skills for performing these operations?

Training coursesin Adult Education Centers

Expert courses

In some other way

Independent learning,with use of books, CD-s, etc.

Formal education(schools, high schools, faculties)

Independent learning through work

Informal helpof colleagues, relatives, friends

Training coursesin Adult Education Centers

Expert courses

In some other way

Independent learning,with use of books, CD-s, etc.

Formal education(schools, high schools, faculties)

Independent learning through work

Informal helpof colleagues, relatives, friends

42.9%

39.6%

32.3%

26.3%

15.1%

13.2%

9.1%

29


%

Und

er 3

00 E

uros

300

- 60

0 E

uros

Ove

r 600

Eur

os

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Urb

an

Rur

al

TV 95.2 97.2 94.2 93.9 97.2 97.7 96.1 95.2 95.7Fixed telephone line 85.4 86.5 87.0 84.4 87.4 86.2 87.2 84.3 86.5Mobile telephone 62.0 87.8 93.9 68.4 71.7 76.1 72.5 70.5 71.2Cable TV 24.3 40.1 50.2 23.4 22.9 50.9 44.7 8.6 30.2Personal computer (PC) 15.7 43.9 65.9 22.7 29.6 30.7 31.6 18.8 26.5Internet via mobiletelephone (GPRS, WAP) 6.0 13.8 20.9 8.3 8.0 11.4 9.3 8.6 9.0

Satellite TV 3.3 6.7 9.1 6.8 6.7 6.1 4.8 6.8 6.7Playstation 1.8 4.1 6.9 3.0 1.9 3.2 3.3 2.0 2.8Laptop 0.7 1.9 9.2 0.5 0.7 4.3 2.3 0.4 1.5Palmtop 0.1 0.3 0.8 0.2 0.2 0.2 0.2 0.1 0.2None of the mentioned 0.5 0.0 0.0 0.5 0.5 0.0 0.4 0.3 0.4

No 90.4 65.0 48.2 83.9 79.7 77.2 77.2 86.3 80.8Yes 8.6 34.8 50.9 15.6 19.8 22.7 22.5 12.5 18.5Do not know 0.7 0.1 0.8 0.5 0.5 0.2 0.3 0.9 0.6

Personal computer (PC) 91.8 95.0 95.0 93.2 94.2 95.0 95.5 90.2 94.0Laptop 1.4 4.6 11.8 1.1 3.8 10.1 5.4 2.6 4.6Playstation 0.0 1.5 2.5 0.0 2.1 0.7 0.8 0.8 0.8Other 9.6 5.4 5.0 8.3 5.8 5.1 4.8 11.7 6.61) Data refer to households that answered "Yes" to question A2.

MODULE 1.A: Access to information and communication technologies

A1: Devices in households (multiple answers)

Answers(households)

Type ofhousehold

Tot

al

Income Region

1.4. SURVEY RESULTS

A2: Are you or anyone in your household connected to the Internet at home?

A3: Devices enabling access to the Internet (multiple answers)1)

30



%

Und

er 3

00 E

uros

300

- 60

0 E

uros

Ove

r 600

Eur

os

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Urb

an

Rur

al


Answers(households)

Type ofhousehold

Tot

al

Income Region

Modem or ISDN 81.6 86.6 89.1 86.9 78.8 89.4 87.4 80.1 85.4Mobile: WAP, GPRS. 14.7 13.3 11.5 11.9 16.6 12.9 12.9 15.2 13.5DSL (ADSL) 5.3 4.2 4.1 2.6 4.7 6.8 5.0 3.2 4.5Other connections 5.7 3.8 5.9 3.7 9.7 1.5 4.3 5.8 4.7

Hardware is too expensive 36.8 24.9 16.4 36.2 32.0 28.9 29.0 39.2 33.4I do not need theInternet 27.4 25.4 18.5 23.5 27.1 26.7 26.1 23.9 25.2

I do not want the Internet 13.0 16.3 8.7 12.3 10.6 19.6 15.4 11.3 13.6The Internet connection is too expensive 10.7 7.3 0.0 11.6 5.8 9.2 8.6 10.9 9.6

Lack of skills 6.4 1.7 7.0 5.9 4.3 5.2 4.1 7.0 5.3I access the Internet somewhere else 2.5 10.2 22.5 4.3 4.0 7.4 5.8 3.8 4.9

Technically impossibile 1.6 0.2 0.0 0.8 1.7 1.5 0.8 1.7 1.2Privacy or safety 0.4 0.1 0.0 0.3 0.1 0.1 0.1 0.3 0.2None of the mentioned,other reasons 24.1 26.4 24.1 24.1 28.5 21.9 26.6 22.2 24.71) Data refer to households that answered "Yes" to question A2.1) Data refer to households that answered "No" to question A2.

A5: Reasons for which you are not connected to the Internetat home (multiple answers)2)

A4: Type of Internet connection (multiple answers)1)

31


MODULE 1.B: Use of

16

- 24

25

- 34

35

- 44

45

- 54

55

- 64

65

- 74

Mal

e

Fem

ale

B1: When did you last

I have never used it 12.6 37.9 43.2 59.5 75.8 95.9 50.5 61.9Within the last 3 months 77.8 43.6 45.5 34.8 13.0 3.5 39.2 29.4Over a year ago 5.7 8.0 6.5 3.4 9.7 0.6 5.3 5.3Over 3 months ago(less than a year) 3.9 10.5 4.8 2.3 1.5 0.0 4.7 3.0

B2: How often, in average, did you

Everyday or almost everyday 67.4 74.2 64.0 60.6 76.0 45.4 68.1 65.7At least once a week 25.9 22.3 23.4 27.8 16.6 45.8 24.0 25.8At least once a month 5.8 3.5 8.0 8.9 7.5 8.7 6.6 6.3Less than once a month 0.9 0.0 4.6 2.7 0.0 0.0 1.3 2.2

B3: Where did you use a computer within

At home 72.8 73.2 67.0 64.0 69.9 78.3 70.7 70.7At work (away from home) 9.0 37.3 44.3 54.0 41.9 34.0 35.0 32.3In an educational institution 31.1 7.2 7.6 4.2 2.8 0.0 11.4 15.3At somebody else's home 23.3 18.4 13.6 5.3 2.3 4.9 82.7 86.8

B4: Do you use

Yes 95.4 90.0 84.2 76.8 60.4 29.2 78.4 63.5No 4.6 10.0 15.8 23.2 39.6 70.8 21.6 36.5

B5: To what extent have you substitued the use of traditional postal

Mostly or completely 49.8 31.6 28.1 24.2 23.1 9.5 28.3 30.8Considerable substitution 36.0 31.1 24.8 23.0 17.1 17.2 25.7 26.7Insignificant substitution 8.9 21.1 29.8 29.8 30.0 32.9 27.2 22.0No substitution 3.2 10.4 13.0 19.1 22.5 26.1 13.0 15.3Not applicable to the case 1.7 5.8 4.3 3.9 7.3 14.3 5.3 5.21) Data refer to individuals who answered "Within the last 3 months" to question B1.2) Data refer to individuals who answered "Yes" to question B4.

Answers(individuals)

Age Sex

32



mobile telephones and computers%

Low

er th

an s

econ

dary

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

ers

use a computer?

83.7 50.9 34.6 34.3 63.9 5.0 80.9 56.8 I have never used it13.7 36.6 55.2 52.9 24.5 89.2 14.5 33.6 Within the last 3 months1.6 6.7 6.5 4.8 9.0 2.6 3.5 5.9 Over a year ago

0.5 5.4 3.6 8.0 2.5 3.2 0.9 3.7 Over 3 months ago(less than a year)

use a computer within the last 3 months? 1)

70.3 61.7 76.0 68.0 64.6 74.6 58.7 66.9 Everyday or almost everyday21.2 28.2 19.8 23.6 22.5 24.6 32.4 24.9 At least once a week8.5 7.7 3.1 6.6 8.3 0.8 8.9 6.4 At least once a month0.0 2.4 1.2 1.7 4.6 0.0 0.0 1.8 Less than once a month

the last 3 months? (multiple answers)1)

81.0 64.1 77.8 62.2 82.4 78.9 71.9 70.0 At home5.6 31.8 48.0 56.2 6.7 9.9 14.5 33.7 At work (away from home)34.8 12.2 34.8 0.0 4.7 9.5 29.5 31.0 In an educational institution17.2 18.2 8.5 12.0 21.2 17.1 16.9 15.2 At somebody else's home

the mobile telephone?

43.5 78.3 85.2 88.8 73.9 98.1 45.8 70.0 Yes56.5 21.7 14.8 11.2 26.1 1.9 54.2 30.0 No

services by sending messages via mobile telephone? 2)

28.8 29.4 30.6 29.4 29.3 56.9 21.3 29.8 Mostly or completely27.5 24.3 30.3 26.0 27.0 35.1 22.6 26.4 Considerable substitution20.1 26.2 23.3 28.7 23.1 3.6 25.8 24.5 Insignificant substitution14.7 15.1 11.6 11.9 14.5 2.1 21.7 14.1 No substitution8.9 4.9 4.1 3.9 6.0 2.3 8.6 5.2 Not applicable to the case


Education Employment status

Tot

al

33


MODULE 1.C: Use

16

- 24

25

- 34

35

- 44

45

- 54

55

- 64

65

- 74

Mal

e

Fem

ale

C1: When did you last

I have never used it 28.1 48.6 63.0 72.1 87.2 97.7 61.4 73.6Within the last 3 months 58.3 35.4 30.0 22.0 8.0 2.3 30.0 19.4Over a year ago 9.2 8.4 4.7 2.7 3.9 0.0 4.6 4.3Over 3 months ago(Less than a year) 4.4 7.6 2.3 3.2 0.9 0.0 3.7 2.4

C2: How often, in average, did you

Everyday or almost everyday 45.7 55.8 49.8 54.6 53.2 43.6 58.1 42.4At least once a year 38.4 35.6 35.2 38.5 43.0 42.9 28.9 47.3At least once a month 14.3 7.9 10.8 5.8 3.8 13.4 11.4 8.4Less than once a month 1.6 0.7 4.2 1.1 0.0 0.0 1.6 1.9

C3: Where did you use the Internet within

At home 66.0 72.5 62.7 69.6 63.1 84.1 70.0 65.3At work (away from home) 7.3 37.3 50.7 50.4 52.5 24.4 33.3 33.5At somebody else's home 25.2 15.7 8.3 9.5 3.8 7.6 17.6 12.8In an educational institution 23.7 4.7 6.5 4.8 0.0 0.0 8.6 12.9Internet cafe 6.0 5.5 3.2 1.5 0.0 0.0 6.0 1.6Public library 3.5 3.2 2.0 0.1 0.0 0.0 2.1 1.1

C4: Have you used one of the following mobile

Mobile telephone, through WAP or GPRS 49.5 39.7 29.3 15.1 7.8 24.9 34.4 35.3

Palmtop 0.7 0.7 2.3 3.0 0.0 8.5 2.1 0.8None of the mentioned 49.4 56.9 68.5 81.7 93.0 66.6 63.4 62.1

C5: To what extent have you substituted the traditional

Considerable substitution 33.8 31.5 25.5 33.8 39.1 41.0 32.0 31.8Mostly or completely 22.6 27.7 14.9 28.9 23.3 8.5 20.4 26.3Insignificant substitution 17.2 19.5 36.8 18.4 11.9 36.0 24.1 20.0No substitution 10.3 10.2 13.6 8.0 17.6 14.6 11.0 11.0Not applicable to the case 15.9 11.1 9.2 10.8 8.1 0.0 12.5 10.51) Data refer to individuals who answered "Within the last 3 months" to question C1.


Age Sex

34



of the Internet % L

ower

than

sec

onda

ry

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

ers

use the Internet ?

89.6 65.8 43.6 49.4 76.3 12.6 88.2 68.4 I have never used it8.3 24.3 46.7 39.0 13.9 77.0 9.7 23.9 Within the last 3 months1.1 5.4 6.8 5.8 6.4 6.9 1.4 4.4 Over a year ago

1.0 4.0 2.8 5.8 2.9 3.5 0.4 3.3 Over 3 months ago(Less than a year)

the Internet within the last 3 months? 1)

39.7 46.7 60.6 54.5 49.0 49.7 41.3 50.9 Everyday or almost everyday45.8 38.0 34.0 34.6 38.0 38.5 45.0 37.3 At least once a year14.5 12.5 4.9 9.5 9.7 9.9 12.6 10.0 At least once a month0.0 2.8 0.5 1.4 3.3 1.9 1.2 1.8 Less than once a month

the last 3 months? (multiple answers)1)

74.3 64.2 71.8 63.3 81.4 66.0 72.3 67.8 At home3.6 29.1 48.3 56.2 7.8 8.1 8.0 33.4 At work (away from home)20.3 17.2 11.1 11.4 19.2 20.9 19.2 15.4 At somebody else's home13.3 11.9 7.8 4.4 10.1 22.4 19.4 10.6 In an educational institution5.7 4.6 2.5 2.8 2.6 6.5 6.7 4.0 Internet cafe0.2 2.0 2.5 1.5 1.4 2.1 0.1 1.5 Public library

technics to access the Internet? (multiple answers)1)

58.2 33.1 31.2 30.0 34.2 48.1 37.0 34.8 Mobile telephone, through WAP or GPRS

0.0 1.2 2.4 2.5 0.0 0.0 1.2 1.5 Palmtop41.8 64.2 66.3 66.5 65.8 50.0 61.8 63.7 None of the mentioned

postal services with e-mails via the Internet? 1)

38.6 31.9 30.1 30.4 33.6 30.8 36.9 31.9 Considerable substitution21.9 18.6 30.4 20.8 22.2 31.0 22.6 23.5 Mostly or completely11.0 25.0 20.8 25.9 22.2 21.2 10.0 22.2 Insignificant substitution10.4 12.3 9.2 12.7 12.4 6.1 9.5 11.0 No substitution18.2 12.2 9.5 9.9 9.6 10.9 21.0 11.3 Not applicable to the case


Employment status

Tot

al

Education

35


MODULE 1.C: Use

16

- 24

25

- 34

35

- 44

45

- 54

55

- 64

65

- 74

Mal

e

Fem

ale


Age Sex

C6: Do you have an e-mail

Yes 65.0 77.7 75.0 82.7 69.0 86.6 73.5 74.2No 35.0 22.3 25.0 17.3 31.0 13.4 26.5 25.8

C7: For which activities (for personal purposes)

Sending/receiving e-mails 62.9 75.2 71.7 74.0 61.4 86.6 65.1 76.0Searching for information on goods and services 44.8 54.3 58.7 48.3 43.9 69.4 55.1 46.6

Playing or downloading games,pictures or music 66.1 47.0 29.7 39.4 22.4 31.9 46.2 47.1

Reading or downloadingon-line newspapers/magazines 38.8 38.1 26.9 47.8 36.6 24.5 33.8 41.2

Use of services related totravelling and accommodation 11.6 30.6 22.0 31.8 14.5 23.8 21.4 23.4

Seeking jobs orsending job application 10.1 26.8 21.8 10.3 21.3 18.1 15.5 20.0

Other informationa or on-line service 13.7 12.1 19.5 16.2 24.2 8.5 18.6 11.3Telephone calls via the Internet/video conferences 15.4 17.6 6.8 20.7 7.3 15.3 16.2 12.8

Listening to the web radio/watching web television 17.7 16.3 12.5 9.8 11.8 8.5 15.4 13.5

Download of softwares 14.7 19.4 7.8 14.2 15.5 7.6 18.4 9.4E-banking 2.6 14.2 5.9 12.3 11.1 0.0 7.2 9.4Formal education 9.4 8.4 2.6 12.9 3.8 0.0 5.1 11.1Searching for information relating to health 3.3 10.6 8.0 6.2 15.1 0.0 6.1 8.4

Vocational training after graduation 1.9 7.2 4.0 9.1 4.6 0.0 3.9 6.1Selling of goods or services (e.g. via auction sales) 0.6 2.1 1.5 0.0 0.0 0.0 1.5 0.1

Other 4.2 5.1 2.6 2.2 0.0 7.6 5.6 1.4

C8: Within the last 3 months, did you receive

No 62.3 48.7 63.5 57.8 68.9 91.5 59.4 58.7Yes 37.7 51.3 36.5 42.2 30.9 8.5 40.2 40.91) Data referring to individuals who answered "Within the last 3 months" to question C1.

36



of the Internet % L

ower

than

sec

onda

ry

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

ers


Employment status

Tot

al

Education

address (personal of official)? 1)

66.0 68.2 84.8 72.3 81.2 73.2 72.4 73.8 Yes34.0 31.8 15.2 27.7 18.8 26.8 27.6 26.2 No

did you use the Internet within the last 3 months? 1)

64.5 65.0 79.6 71.4 72.2 73.6 59.0 70.1 Sending/receiving e-mails

50.7 48.9 54.9 53.9 51.9 49.7 42.4 51.2 Searching for information on goods and services

66.2 46.6 41.3 40.5 42.4 63.2 53.1 46.6 Playing or downloading games,pictures or music

30.1 33.6 44.8 37.9 34.3 40.6 33.2 37.2 Reading or downloadingon-line newspapers/magazines

5.5 21.0 28.9 24.5 33.5 15.8 10.8 22.3 Use of services related totravelling and accommodation

3.9 17.4 21.7 16.9 35.0 12.8 7.9 17.6 Seeking jobs orsending job application

14.6 13.1 18.8 17.6 8.1 13.7 16.0 15.3 Other informationa or on-line services

9.0 12.6 19.5 13.0 22.2 13.4 14.3 14.7 Telephone calls via the Internet/video conferences

20.5 12.5 16.1 13.8 17.5 17.3 10.9 14.5 Listening to the web radio/watching web television

18.1 10.8 18.7 13.0 14.9 16.2 16.0 14.3 Download of softwares1.9 3.8 16.8 11.2 4.3 6.1 3.9 8.2 E-banking3.3 6.4 11.4 7.8 9.2 11.4 2.2 7.8 Formal education

3.9 7.5 7.5 8.0 9.0 4.8 4.7 7.1 Searching for information relating to health

1.7 1.4 11.4 7.0 4.6 1.1 2.6 4.9 Vocational training after graduation

0.0 0.0 2.1 1.2 0.3 0.3 0.1 0.9 Selling of goods or services (e.g. via auction sales)

5.4 3.3 3.8 3.9 1.2 4.3 4.6 3.7 Other

e-mails you thought being junk or spams? 1)

71.3 66.7 43.8 61.8 60.8 44.2 68.1 59.2 No28.7 33.2 56.2 37.8 39.2 55.8 31.9 40.8 Yes

37


MODULE 1.D:

16

- 24

25

- 34

35

- 44

45

- 54

55

- 64

65

- 74

Mal

e

Fem

ale

D1: Would you be interested in using Internet services of

No 51.5 31.4 43.3 48.6 44.7 24.0 42.1 43.7Yes, I would be interested (butright now I don't use this possibility) 40.5 55.2 43.3 32.5 16.5 68.3 42.9 43.4

Yes, I am using this possibility 8.0 13.4 13.3 18.9 38.9 7.7 14.6 12.6

D2: Why don't you use Internet services

Lack of information 30.2 38.7 21.4 36.0 22.4 27.6 27.7 35.2I prefer personal contact 17.1 15.8 20.8 20.2 38.3 18.9 19.1 18.4I want direct response 10.0 11.6 4.8 11.3 24.6 0.0 8.5 11.6Too complicated 9.8 6.4 12.2 6.0 10.1 0.0 9.7 7.4Services I need are not available on the Internetor are difficult to be found

5.4 8.8 10.4 10.1 0.0 21.7 7.4 9.0

Worried about data safety 1.8 2.7 5.0 1.7 0.0 18.6 4.5 1.2

Additional costs 1.7 1.7 2.2 1.1 0.0 0.0 1.5 1.7None of the mentioned 37.1 25.3 31.9 27.8 22.8 24.4 32.9 28.11) Data refer to individuals who answered "Yes, I would be interested" or "No" to question D1.


Age Sex

38



E-government % L

ower

than

sec

onda

ry

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

er

the administration instead of making personal contact?

56.9 47.4 31.8 40.8 37.0 39.7 60.2 43.2 No

36.1 40.3 50.4 43.9 48.0 50.8 27.2 43.1 Yes, I would be interested (but right now I don't use this possibility)

7.0 12.3 17.6 15.0 15.0 9.5 12.6 13.7 Yes, I am using this possibility

of the public administration? (multiple answers)1)

22.6 31.2 33.8 29.1 38.5 36.3 25.3 31.2 Lack of information16.6 22.3 13.8 19.4 17.4 15.1 22.5 18.8 I prefer personal contact11.3 8.6 11.7 10.3 5.7 15.1 6.4 9.9 I want direct response12.1 10.8 4.0 6.0 14.7 11.6 8.0 8.6 Too complicated

4.3 8.2 9.2 9.3 7.1 7.3 6.1 8.2Services I need are not

available on the Internetor are difficult to be found

3.9 2.8 2.8 2.8 3.6 1.8 4.2 2.9 Worried about data safety

0.0 2.9 0.0 1.9 2.7 1.1 0.0 1.6 Additional costs39.5 27.3 33.5 32.3 20.2 28.5 37.7 30.7 None of the mentioned


Employment status

Tot

al

Education

39


MODULE 1.D:

16

- 24

25

- 34

35

- 44

45

- 54

55

- 64

65

- 74

Mal

e

Fem

ale


Age Sex

D3: Which of the following activities have you already

Certificates (birth/death certificates) 28.8 16.5 43.9 36.4 44.1 32.6 38.9 23.4

Seeking job through the Bureau of Placement 28.3 33.2 28.0 13.2 0.0 0.0 20.3 28.7

Enrollment in higher schoolsand faculties 27.1 19.4 17.6 22.9 0.0 0.0 17.8 22.2

Services related to health 9.0 8.7 6.7 36.1 43.8 0.0 19.7 16.7Personal identification(passport and driving license) 22.1 8.7 18.6 15.7 0.0 0.0 19.4 6.9

Public administration 6.4 14.2 19.5 13.3 9.7 0.0 8.6 19.3Income tax 16.1 15.9 17.3 0.0 9.1 0.0 15.4 6.7Car registration 0.0 4.3 6.7 5.8 8.1 0.0 6.1 5.6Social insurance (forunemployed, children'sallowance, medical costs)

0.0 4.1 0.0 20.4 0.0 0.0 2.1 10.4

Change of address declaration 0.1 1.2 1.1 0.1 0.0 0.0 0.9 0.7

D4: For which of the following services of the public administration

Searching for informationon websites of the public administration

58.9 60.9 75.7 56.2 29.2 10.0 58.3 59.6

Download of official forms 30.8 45.3 30.7 80.0 34.1 0.0 40.5 52.4Sending of filled in forms 36.1 31.1 6.1 38.0 9.7 0.0 29.6 19.41) Data refer to individuals who answered "Yes, I am using this possibility" to question D1.

40



E-government % L

ower

than

sec

onda

ry

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

er


Employment status

Tot

al

Education

performed via the Internet? (multiple answers)1)

47.9 32.7 30.9 39.7 23.8 0.0 45.2 32.6 Certificates (birth/death certificates)

31.9 22.8 23.9 17.2 32.5 39.8 23.7 23.7 Seeking job through the Bureau of Placement

20.3 16.3 23.5 12.6 12.0 58.6 26.0 19.6 Enrollment in higher schoolsand faculties

0.0 14.4 25.3 25.5 6.3 0.0 23.7 18.5 Services related to health

23.4 6.3 22.8 21.6 5.9 0.0 8.6 14.3 Personal identification(passport and driving license)

23.4 0.0 27.0 13.9 12.9 20.6 0.0 13.0 Public administration0.0 9.3 16.1 16.9 0.0 0.0 19.0 11.8 Income tax0.0 2.0 11.1 6.4 0.0 0.0 18.0 5.9 Car registration

0.0 8.2 2.8 2.2 5.9 0.0 23.7 5.5Social insurance (for

unemployed, children'sallowance, medical costs)

0.2 0.4 1.0 0.9 0.5 0.9 0.1 0.8 Change of address declaration

did you use the Internet within the last 3 months? (multiple answers) 1)

76.6 43.1 75.4 57.6 59.7 49.1 71.8 58.8Searching for informationon websites of the public

administration23.4 38.0 56.3 49.8 40.1 12.0 63.9 45.3 Download of official forms23.4 23.6 27.9 25.4 30.3 10.1 32.3 25.5 Sending of filled in forms

41


MODULE 1.E: E-commerce

16

- 24

25

- 34

35

- 44

45

- 54

55

- 64

65

- 74

Mal

e

Fem

ale

E1: When did you last purchase/order

I have never used it 85.9 85.1 85.0 82.3 88.3 85.1 84.3 86.3Within the last 3 months 4.6 7.1 9.3 13.1 7.9 4.6 8.2 6.5Over 3 months ago (less than a year) 9.0 7.0 3.7 2.7 3.8 0.0 5.8 6.1

Over a year ago 0.0 0.7 1.9 1.9 0.0 10.3 1.3 0.9

Merchants you have heard of through the Internet 56.7Merchants you have heard of otherwise than through the Internet (shops, etc.) 46.4

E3: Did you purchase/order goods/services through the Internetwithin the last 12 months (multiple answers)1)

%

Answers (individuals) Total

Electronic equipment (incl. camera) 0.1Other 7.9

Travelling and holidays, accommodation 1.1Lottery and betting 0.2

Food/foodstuffs 6.4Tickets for cultural events 2.2

Computer hardware 8.6Selling of shares/financial services/insurance 8.3

Computer softwares and accessories (incl. computer and video games) 11.0

Household goods (furniture, toys, etc.) 26.5Books/magazines/newspapers/e-learning tools 13.7Movies, music 11.7

%

Answers (individuals) Total

Clothes, sports products 27.4

1) Data refer to individuals who answered "Within the last 3 months" or "Over 3 months ago(less than a year) " to question E1.


Age Sex

E2: What kind of goods/services did you purchase/order, for personalpurposes, via the Internet within the last 12 months?

(multiple answers)1)

42



and obstacles%

Low

er th

an s

econ

dary

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

er

89.5 87.1 81.8 84.5 91.8 77.9 90.8 88.46.0 7.4 7.9 9.6 4.0 7.2 3.3 5.6

4.5 4.7 8.3 4.1 3.8 14.5 4.5 4.6

0.0 0.7 1.9 1.6 0.0 0.0 1.5 1.4

Total

88.211.8

Total30.4

18.5

12.811.17.15.7

17.5

YES

E5 What problem did you encounter when purchasing/orderinggoods/services through the Internet within the last 12 months? (multiple

answers)1)

Within the last 3 monthsOver 3 months ago

(less than a year)

Answers (individuals)

NO

%

Employment

Tot

al

Education


Over a year ago

goods/services (for personal purposes) via the Internet?

E4 Did you encounter a problem, within the last 12 months,when purchasing/ordering goods or services

through the Internet? 1)

%

I have never used it

Answers (individuals)The delivery time is longer than mentionedClaims are difficult to be solvedor there is no satisfactory reaction to claimsFinal costs exceed what has been mentioned

1) Data refer to individuals who answered "Within the last 3 months" or "Over 3 months ago (less than a year) " to question E1.

Wrong or damaged delivered goods or goods have not been receivedDifficulties in finding information on warrantiesInsufficient payment safetyOther

43


Other 15.5

The Internet connection is too slow 1.4Delivery of ordered goods through the Internet is a problem(e.g.: it lasts too long and is logistically difficult to be realized)

1.1

Lack of skills 4.4

Worried about confidentiality or safety of data(e.g.: giving details from the credit card or personal data on the Internet)

5.6

I don't have a card for payment through the Internet 12.9Lack of confidence in receiving or returning goods, claims

6.9

I had no need for that 38.2I prefer to buy directly; I want to see the product;out of loyalty to the shop; out of habit

14.0

E6: Why didn't you purchase/order goods/services, for personalpurposes, through the Internet within the last 12 months?

(multiple answers)1)

%

Answers (individual) Total

1) Data refer to individuals who answered "Over a year ago" or "I have never used it" to question E1.

44


Statistical Office of the Republic of Serbia 45


MODULE 1.F:

16

- 24

25

- 34

35

- 44

45

- 54

55

- 64

65

- 74

Mal

e

Fem

ale

F1: When did you last attend a training

I have never attended one 59.0 54.1 58.3 57.2 57.6 79.4 68.2 47.3Over 3 years ago 10.9 20.0 20.2 14.7 6.5 5.5 10.9 19.9Over a year ago 10.1 16.9 15.5 18.8 11.6 4.5 12.1 16.7Within the last 3 months 14.1 2.9 2.6 3.9 13.8 6.3 5.5 8.4Over 3 months ago(less than a year) 5.9 6.1 3.4 5.4 10.5 4.3 3.2 7.8

F2: Which of the following computer operations

Use of copy or paste tools for duplicating or moving information within a document

82.3 81.2 71.5 76.2 61.9 78.7 77.5 77.3

Copying or moving files or folders 78.7 81.3 67.6 74.1 62.7 57.4 73.3 76.2

Compressing of files(ZIP, RAR) 45.1 44.5 32.4 32.2 18.5 12.2 44.5 30.6Use of main arithmetic formulas in spreadsheet 43.7 39.5 27.6 27.7 32.7 10.8 36.7 33.1

Connection or installation of new devices (e.g: printers or modems) 37.0 46.6 24.1 31.6 24.2 13.0 40.3 27.8

Writing of computer program 10.7 8.6 6.9 6.6 7.6 2.2 9.9 7.1None of the mentioned 11.9 11.1 19.7 19.1 27.7 21.3 15.0 16.6

F3: Which of the following Internet activities

Use of browsers in quest for information 72.9 78.5 61.4 64.0 57.5 45.3 70.0 67.0

Sending e-mails with attachment (documents, pictures, etc.) 57.8 68.6 55.6 59.9 46.0 25.5 61.0 56.3

Chatting in on/line forum 38.5 26.8 10.4 19.5 2.3 10.8 27.3 19.8Use of peer to peer sending of files for exhanging movies, music, etc.

13.2 12.4 7.3 7.5 2.3 0.0 11.7 7.8

Use of the Internet for telephone calls 6.3 11.6 4.7 8.1 6.5 0.0 8.1 6.7

Website design 4.9 5.4 3.9 4.3 2.3 0.0 6.2 2.6None of the mentioned 18.7 17.0 26.1 29.8 38.4 18.7 21.8 26.01) Data refer to individuals who answered "I have never used it" to question B1.


Age Sex

46



Electronic education1)%

Low

er th

an s

econ

dary

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

er

(at least 3 hours) relating to the use of computers?

59.9 62.0 48.8 54.1 68.6 55.3 58.7 57.8 I have never attended one6.4 15.3 18.9 17.6 11.6 17.3 11.1 15.4 Over 3 years ago5.7 12.9 20.5 18.5 10.6 14.8 4.9 14.4 Over a year ago19.9 4.8 6.2 3.8 3.7 8.4 19.9 6.9 Within the last 3 months

8.0 5.0 5.5 6.0 5.1 4.2 5.4 5.5 Over 3 months ago(less than a year)

have you already performed? (multiple answers)

68.1 75.1 85.5 78.2 76.7 86.6 67.8 77.4Use of copy or paste tools for

duplicating or moving information within a document

66.4 70.8 85.8 74.0 76.8 86.4 64.0 74.7 Copying or moving files or folders

33.5 33.0 48.5 35.1 33.9 56.2 32.9 37.6 Compressing of files(ZIP, RAR)

27.1 31.6 44.6 29.7 35.5 64.3 24.0 34.9 Use of main arithmetic formulas in spreadsheet

36.9 24.8 51.7 33.4 33.7 43.0 29.0 34.1 Connection or installation of new devices (e.g: printers or modems)

5.6 6.2 14.3 6.8 5.8 16.1 10.2 8.5 Writing of computer program29.5 16.2 9.7 14.1 18.4 4.9 28.6 15.8 None of the mentioned

have you already performed? (multiple answers)

48.4 64.6 83.8 69.8 66.0 86.8 50.5 68.5 Use of browsers in quest for information

36.0 54.4 75.9 62.1 54.5 70.2 42.3 58.7 Sending e-mails with attachment (documents, pictures, etc.)

29.1 19.5 29.7 16.9 21.3 49.7 24.0 23.6 Chatting in on/line forum

4.3 7.3 16.9 9.8 9.9 17.6 2.5 9.8Use of peer to peer sending of

files for exhanging movies, music, etc.

5.5 5.0 12.8 7.3 8.0 7.8 6.4 7.4 Use of the Internet for telephone calls

2.4 2.3 9.4 4.8 3.0 7.1 2.5 4.4 Website design44.9 25.9 11.9 21.7 28.6 8.0 39.5 23.9 None of the mentioned



Tot

al

47


MODULE 1.F:

16

- 24

25

- 34

35

- 44

45

- 54

55

- 64

65

- 74

Mal

e

Fem

ale


Age Sex

F4: Where and how have you acquired skills for

Informal colleagues', relatives',friends' assistance 44.3 43.2 40.2 43.5 42.5 42.3 38.7 47.2

Self-education through work 37.1 47.5 36.1 42.9 38.9 5.5 44.4 34.7Formal education (schools, higher schools, faculties) 58.7 33.9 17.1 14.3 9.3 21.8 30.8 33.8

Self-education, through books, CD, etc. 29.8 34.1 17.9 26.5 7.4 27.3 28.1 24.4

Professsional courses (at the employer's request) 2.9 9.4 19.6 26.2 21.5 0.0 8.3 18.1

Training in educational centers for adults 4.7 10.5 12.5 9.4 13.4 5.5 8.2 10.1

Otherwise 6.2 8.2 13.2 13.5 7.6 32.7 11.9 8.51) Data refer to individuals who did not answer "I have never used it" to question B1.

48



Electronic education1)%

Low

er th

an s

econ

dary

Sec

onda

ry

Hig

her a

nd h

igh

Em

ploy

ed

Une

mpl

oyed

Stu

dent

Oth

er



Tot

al

performing these activities? (multiple answers)

45.4 46.4 34.9 40.6 44.7 49.5 41.7 42.9 Informal colleagues', relatives',friends' assistance

30.9 36.1 50.1 42.7 36.4 45.4 27.7 39.6 Self-learning through work

51.2 27.2 35.3 21.9 30.9 60.6 41.6 32.3 Formal education (schools, higher schools, faculties)

21.7 22.3 35.9 24.7 26.9 35.0 22.4 26.3 Self-learning, through books, CD, etc.

2.3 11.6 20.4 21.0 6.6 1.6 6.4 13.2 Professsional courses (at the employer's request)

4.4 9.0 11.1 10.7 12.0 3.5 5.8 9.1 Training in educational centers for adults

9.4 11.5 7.8 0.0 11.0 7.9 5.1 15.1 Otherwise

49


1.5. QUESTIONNAIRE

Usage of information and communication technologies in households and individually


A1 Do you or anyone in your household have access to the following devices at home?

(multiple answers allowed)

a) TV

a1) Satellite TV

a2) Cable TV

a3) Digital TV

b) Personal computer (PC)

c) Fixed telephone line

d) Mobile telephone

e) Internet through mobile telephone (GPRS, WAP)

f) Play stations

g) Laptop

h) Palmtop

i) None of the mentioned

-> go to A2

A2 Are you or anyone in your household connected to the Internet at home regardless of whether you use it or not?


a) Yes -> go to A3

b) No -> go to A5

c) Do not know -> go to B1

50



A3 Through which of the following devices are you connected to the Internet at home?


a) Personal computer (PC)

b) Laptop

c) TV with specific Internet device

d) Play stations

e) Other

f) Do not know

-> go to A4

A4 What kind of Internet connection do you have?


a) Modem or ISDN

b) DSL ( ADSL)

c) Mobile telephone: WAP, GPRS, etc.

d) Other connections

-> go to B1

A5 Reason for which you do not have access to the Internet at home?


a) I have access to the Internet somewhere else

b) I do not want the Internet

c) I do not need the Internet

d) The hardware is too expensive

e) The connection to the Internet is too expensive

f) Lack of skills

g) Technically impossible

h) Privacy or safety

i) None of the mentioned; other reasons

-> go to B1

51


MODULE 1.B: Use of the mobile telephone and computer

B1 When did you last use the computer?

(one answer only)

a) Within the last 3 months -> go to B2

b) Over 3 months ago (less than a year) -> go to B4

c) Over one year ago -> go to B4

d) I have never used it -> go to B4

B2 How often, in average, did you use the computer within the last 3 months?

(one answer only)

a) Every day or almost every day

b) At least once a week

c) At least once a month

d) Less than once a month

-> go to B3

B3 Where did you use the computer within the last 3 months?


a) At home

b) At work (outside home)

c) At an educational institution

d) At somebody else's home

e) I cannot say

-> go to B4

B4 Do you use the cellular telephone?

(one answer only)

a) Yes -> go to B5

b) No -> go to C1

52



B5 To what extent have you substituted the use of traditional postal services by sending messages via mobile telephone?

(one answer only)

a) No substitution

b) Insignificant substitution

c) Considerable substitution

d) Mostly or completely

e) Not applicable to the case

-> go to C1

MODULE 1.C: Use of the Internet

C1 When did you last use the Internet?

(one answer only)

a) Within the last 3 months -> go to C2

b) Over 3 months ago (less than a year)

-> go to E1

c) Over a year ago -> go to E1

d) I have never used it -> got to F1

C2 How often, in average, did you use the Internet within the last three months?

(one answer only)

a) Every day or almost every day

b) At least once a week

c) At least once a month

d) Less than once a month

-> got o C3

53


C3 Where did you use the Internet within the last 3 months?

(one answer only)

a) At home

b) At work (outside home)

c) In a educational institution

d) At somebody else's home

e) Other

e1) Public library

e2) Post office

e3) Public institution, Assembly, government organization

e4) Public utilities or volonteer organization

e5) Internet cafe

-> go to C4

C4 Have you used one of the following mobile technics to get connected to the Internet?


a) Mobile telephone via WAP or GPRS

b) Palmtop

c) None of the mentioned

-> go to C5

C5 To what extent have you subsituted the use of traditional postal services by e-mails via the Internet?

(one answer only)

a) No substitution

b) Insignificant substitution

c) Considerable substitution

d) Mostly or completely

e) I cannot say

-> go to C6

54



C6 Do you have an e-mail address (personal or official)?

(one answer only)

a) Yes

b) NO

-> go to C7

C7 For which activities did you use the Internet (for personal purposes) within the last 3 months?

(multiple answers only)

Communication

a) Sending/receiving of e-mails

b) Telephone calls via the Internet/video-conferences

c) Other

Search for information and on-line services

d) Search for information on goods and services

e) Use of services related to travelling and accommodation

f) Listening to the web radio/watching web television

g) Playing and downloadind of games, pictures or music

h) Downloading of softwares

i) Reading or downloading of on-line newspapers/magazines

j) Seeking jobs or sending job applications

k) Search for information related to health

l) Other information or on-line services

Selling of goods or services, banking

m) E-banking

n) Selling of goods or services (eg: via auction sales)

Training and education

o) Formal education

p) Vocational training after graduation

q) Other -> go to C8

55


C8 Within the last 3 months, did you receive e-mails you thought being junk e-mails or spams and wished you had not received?

(one answer only)

a) Yes

b) No

-> go to D1

MODULE 1.D: E-government

D1 Would you be interested in using the Internet services of the public administration instead of making personal contacts?

(one answer only)

a) Yes, I have been using this possibility -> go to D3

b) Yes, I would be interested -> go to D2

c) No -> go to D2

D2 Why don’t you use the Internet services of the public administration?


a) Lack of information

b) Services I need are not available on the Internet or are hard to be found

c) I prefer personal contact

d) I want direct response

e) Worried about information safety

f) Additional costs

g) Too complicated

h) None of the mentioned

-> got to E1

56



D3 Which of the following operations have you already performed through the Internet?


a) VAT

b) Seeking jobs through the placement bureau

c) Social insurance (for unemployed, children allowances, medical costs)

d) Personal identification (passport and driving licence)

e) Car registration

f) Request for building licence

g) Declaration to the police department

h) Public library

i) Certificates (births/deaths certificates)

j) Enrollment at higher schools and faculties

k) Change of address

l) Services related to health

-> go to D4

D4 For which of the following services of the public administration did you use the Internet, for personal purposes, within the last 3 months?


a) Obtaining information from websites of public institutions

b) Download of official forms

c) Sending of filled in forms

-> go to E1

57


MODULE 1.E: E-commerce: activities and obstacles

E1 When did you last purchase/order goods or services through the Internet for personal purposes?

(one answer only)

a) Within the last 3 months -> go to E2

b) Over 3 months ago (less than a year) -> got to E2

c) Over a year ago -> go to E6

d) Never -> go to E6

E2 Whak kind of goods or services did you order through the Internet, for personal purposes, within the last 12 months?


a) Food/foodstuff

b) Household goods (furniture, toys, etc.)

c) Movies, music

d) Books/magazines/newspapers/e-learning tools

e) Clothes, sports articles

f) Computer softwares and accessories (incl. computer & video games)

g) Computer hardware

h) Electronic hardware (incl. cameras)

i) Purchase of shares/financial services/insurance

j) Trips and holidays

k) Tickets for cultural events

l) Lottery and betting

m) Other

-> go to E3

E3 Did you purchase/order goods, for personal purposes, throught the Internet from:


a) Merchants you have heard of otherwise than through the Internet (shop/catalogues)

b) Merchants you have heard of through the Internet

-> go to E4

58



E4 Within the last 12 months, did you encounter a problem when purchasing/ordering goods or services through the Internet?

(one answer only)

a) Yes -> go to E5

b) No -> go to F1

E5 What problem did you encounter when purchasing/ordering goods or services through the Internet within the last 12 months?


a) Difficulties in finding information about warranty

b) Delivery time is longer than mentioned

c) Final costs are higher than mentioned

d) Wrong or damaged delivered goods or goods not received at all

e) Payment not safe enough

f) Difficulties with dealing with claims

g) Other

-> go to F1

E6 For what reason didn't you purchase/order goods or services through the Internet, for personal purposes, within the last 12 months?


a) I did not need it

b) I do not have a card for payment through the Internet

c) Lack of skills

d) The delivery of goods ordered via the Internet is a problem (e.g: it lasts too long or is logistically difficult)

e) Worried about confidentiality and safety (e.g: revealing of details from credit cards or personal data on the Internet)

f) Lack of confidence in receiving or returning goods, claims

g) I prefer direct purchase; I want to see the product; out of loyalty to the shop; out of habit

h) The Internet connection is too slow

i) Other

-> go to F1

59


MODULE 1.F: Electronic education For respondents who did not answer "I have never used it" in question B1

F1 When did you last attend a training (at least 3 hours) on computer use?

(one answer only)

a) Within the last 3 months

b) Over 3 months ago (less than a year)

c) Over a year ago (less than 3 years)

d) Over 3 years

e) I have never attended a training

-> go to F2

F2 Which of the following computer operations have you already done?


a) Copying and moving files or folders

b) Use of copy or paste tools

c) Use of main arithmetic formula in spreadsheet

d) Compressing of files (ZIP, RAR)

e) Connection and installing of new devices, e.g: printers or modems

f) Computer program writing

g) None of the mentioned

-> go to F3

F3 Which of the following Internet activities have you already performed?


a) Use of browsers in quest of information

b) Sending of e-mails with attachments (documents, pictures, etc.)

c) Chatting in on-line forum

d) Use of the Internet for telephone calls

e) Use of peer-to-peer for the exchange of movies, music, etc.

f) Website design

g) None of the mentioned

-> go to F4

60



F4 Where have you acquired skills for these activities?


a) Formal education (schools, higher schools, faculties)

b) Training in educational centers for adults

c) Professional courses (at employers' request)

d) Self-learning through books, CD, etc.

e) Self-learning through work

f) Informal colleagues', relatives' and friends' assistance

g) Otherwise

-> go to G1

MODULE 1.G: Main information on respondents

G1 Age of the respondent _________ G2 Sex of the respondent a) Male b) Female G3 Educational attainment of the respondent a) Lower than secondary eductation b) Secondary education c) High and higher education G4 Employment status of the respondent

a) Employed b) Unemployed c) Student d) Other persons not included in labor force (serving military service, retired persons) G5 Municipality ___________________________ Code |__|__|__|__|__| G6 Locality ___________________________ Code |__|__|__|__|__|__| G7 Number of household members _________ G8 of which, number of children, children aged under 18 _________ G9 Income of the household (average net monthly income)

a) Up to 300 Euros b) 300 - 600 Euros c) over 600 Euros

G10 Information (from MODULEe B to MODULEe F) is provided for:

a) the respondent b) another household member

61

Usage of

Information Communication Technologies

in the Republic of Serbia, 2006

Part 1 – Households /Individuals

Part 2 – Enterprises


2.1. METHODOLOGY

Realisation: • The survey executed from 2 to 13 October 2006

Survey type: • Telephone interview

Sample size: • 600 enterprises

Target population:

• Enterprises employing staff of 10 and over

• Section D: Manufacturing

• Section F: Construction

• Section G: Wholesale and retail trade, motor vehicles repair

• Groups 55.1 and 55.2: Hotels, campsites and other short-term dwelling resorts

• Section I: Transport, storage and communications

• Section K: Real estate activities, renting and business operations

• Groups 92.1 and 92.2: Cinema and video activities, radio and TV activities

Sample type: • Stratified sample

Survey domain: • Territory of the Republic of Serbia (without Kosovo and Metohia)

64



2.2. SAMPLE

The survey on the usage of information – communication technologies in enterprises was conducted on the representative sample of 600 enterprises on the territory of the Republic of Serbia. The rate of response was 99.8% (599 enterprises).

Size Region

Sample (enterprise)

Sm

all (

10-4

9)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral S

erbi

a

Voj

vodi

na

Bel

grad

e To

tal

Manufacturing 42 85 173 155 82 63 300 Construction 12 16 26 18 14 22 54 Wholesale and retail trade, motor vehicles repair 43 31 27 27 23 51 101

Hotels, campsites and other short-term dwellings 10 9 5 13 3 8 24

Transport, storage and communications 10 9 43 25 11 26 62

Real estate activities, renting and business operations 14 9 11 8 2 24 34

Act

ivity

Cinema and video activities, radio and TV activities 10 11 3 13 3 8 24

Number 141 170 288 259 138 202 599

Percentage 23.5 28.4 48.1 43.2 23.0 33.8 100

65


2.3. MAIN FINDINGS

2.3.1. Computers in enterprises The survey results indicate that 97.3% of enterprises on the territory of the Republic of Serbia use computers for their business operations. The rate of computer usage is highest with large enterprises (staff number over 250) and it equals 100%. In middle-size enterprises (staff of 50-249 employees) the subject rate equals 98.7%, while the rate of computer usage in small-size enterprises (10-49 employees) is 96.7%.

97.3% enterprises in the Republic of Serbia use computers in their business operations

Graph 2.1. Does your enterprise use computers for business operations?

100.0%

98.7%

97.3%

96.7%

Total

Medium size

Large size

Small size

The rate of computer usage in enterprises varies relative to territory: in Vojvodina it equals 98.3%, in the central Serbia – 98.1% and in Belgrade it is 94.2%.

Computer usage in enterprises, by activities:

• Hotels, campsites and other short-term dwellings (100%); • Real estate activities, renting and business operations (100%); • Cinema and video activities, radio and TV activities (100%); • Manufacturing (99.7%); • Wholesale and retail trade (97.6%); • Transport, storage and communications (92.1%); • Construction (87.7%).

In 39.7% enterprises ¼ of all staff members use computers at least once a week, while in 27.4% enterprises 75-100% of all employees use computers at least once a week.

66



Graph 2.2. Share of employees that use computers at least once a week

50% -74%

25% - 49%

75% -100%

1% - 24%

Do not use

39.7%

27.4%

19.6%

8.1%

5.2%

2.3.2. Computer systems in enterprises Certain number of enterprises provides for their employees the access to the enterprise computer system even when away from their usual, i.e. regular work place. The share of these enterprises in the Republic of Serbia equals 28.4%.

71.6% enterprises do not provide such possibility for their staff members.

Graph 2.3. Are there any employees in your enterprise that have access to the computer system when away from their work place?

YES

28.4%

NO71.6%

The largest number of the employees that have access to the computer system when away from their usual work place makes such access from their home computers (71.3%), or from other geographic locations of the enterprise or the group of enterprises (41.7%), and also from other customers or external business partners (34%).

The survey indicates that 12.7% enterprises have problems when have to hire ICT skilled workers (from basic to professional level), while 87.3% of the enterprises do not encounter such problems.

The rate of enterprises encountering business difficulties when hiring ICT professionals is the highest in the central Serbia (12.7%); then comes Belgrade (10.2%) and then Vojvodina (4.9%).

12.7% enterprises have problems to hire ICT skilled workers

67


Graph 2.4. Does your enterprise encounter difficulties when hiring ICT skilled workers (from basic to professional level)?

NO87.3%

YES12.7%

The most frequent problems that enterprises encounter when hiring ICT skilled workers are the following:

''Workers with required ICT operating skills are not available" (43.2% enterprises) ''ICT professionals are not available” (37.3% enterprises) ''High costs of hiring ICT professionals '' (28.9% enterprises)

The surveyed enterprises were offered several options to reply the question relative to the used information-communication technologies. The survey indicates that 53.2% enterprises possess Wire based LAN, 38.7% enterprises possess Intranet, 24.1% enterprises possess Wireless LAN, while 10.6% enterprises possess Extranet.

53.2% enterprises possess Wire based LAN

Graph 2.5. Does your enterprise use the following information and communication technologies?

Wireless LAN (wireless)

net

ire)

anet

Intra

Wire based LAN (with w

Extr

53.2%

38.7%

24.1%

10.6%

The survey indicates that 30.3% enterprises use IT systems for managing operations relative to orders placement and receipt, while 69.7% do no use these systems.

30.3% enterprises use IT systems for managing operations relative to orders placement and receipt

68



Graph 2.6. Does your enterprise use IT systems for managing operations relative to orders placement and receipt?

NO69.7%

YES30.3%

IT systems for orders management are automatically linked to the following systems:

''Invoicing and payment system'' (82.6%) ''Internal system for new orders and stocks '' (55.4%) ''Business systems of providers (external providers)'' (38.4%) ''Internal system for production, logistics and service operations management'' (29.7%).

As an indicator of ICT usage here presented are also the data on the extent to which electronic mailing of documents (Intranet, Extranet, Internet, etc.) replaced traditional postal mails. The largest part of enterprises states that the level of changes is low (35.8%), while 33.0% enterprises state that there are no changes at all.

Graph 2.7. To what extent your enterprise replaced the use of traditional mail with electronic means in communicating with customers and other enterprises

in the last five years?

Changes mostl I not

Significantchanges24.7%

Small changes35.8%

y or completely made

3.9%

No changes33.0%

ssue applicable

2.6%

69


2.3.3. Internet in enterprises In the Republic of Serbia 90.2% enterprises possess Internet connection. The study relative to the size of enterprise indicates that 94.1% of all large enterprises have Internet connection. Regarding the medium-size enterprises, 90.9% possess Internet connection. The situation is just slightly different with small-size enterprises, of which 89.7% have Internet connection.

90.2% enterprises in the Republic of Serbia feature Internet connection

Graph 2.8. Does your enterprise have access to Internet?

89.7%

90.2%

90.9%

94.1%

Small size

Large size

Medium size

Total

The Internet usage in enterprises by activities:

• Real estate activities, renting and business operations (99.8%) • Cinema and video activities, radio and TV activities (93.3%) • Manufacturing (90.9%) • Wholesale and retail trade (88.6%) • Transport, storage and communication (88.4%) • Construction (86.2%) • Hotels, campsites and other short-term dwelling resorts (81.3%).

In 51.6% enterprises the part of ¼ of employees uses Internet at least once a week, while in 6.9% enterprises the part of 75-100% employees uses Internet al least once a week.

Graph 2.9. Share of employees that use Internet at least once a week

51.6%

15.9%

13.6%

12.0%

6.9%

25% - 49%

Do not use

50% - 74%

1% - 24%

75% - 100%

70



Respective to the mode of access to Internet, i.e. connection types, the surveyed enterprises were asked to choose one from several offered options.

According to the data collected, of the total number of enterprises with Internet connection, 61.7% have modem connection, 23.0% have ISDN, 20.9% have other fixed Internet connections and 20.8% have DSL.

61.7% enterprises with Internet connection use modem connection

Graph 2.10. Does your enterprise use some of the following external connections to Internet?

DSL connection

ons

tion

m

ons

Other fixed Internet connecti

ISDN connec

Traditional Mode

Mobile connecti

61.7%

23.0%

20.9%

20.8%

8.8%

Among the replies to the question regarding the purpose of the Internet use, the most frequent were: ''Banking and financial services'' (65.8%) ''Market study'' (61.0%) ''Training and education'' (21.7%) ''Receipt of digital goods and services'' (15.3%)

Graph 2.11. The purpose of Internet use in your enterprise

65.8%

61.0%

21.7%

15.5%

15.3% After-sales servi

Training and educati

Market study(for example pric

Banking and financial services

Digital goods and services recei

ces

on

es)

pt

71


2.3.4. E-government

48.6% of all enterprises use electronic government services, while 51.4% do not use this possibility.

48.6% enterprises use electronic government services

Graph 2.12. Does your enterprise use e-government services?

NO

51.4%YES

48.6%

Among the replies to the question of the purpose of using e-government services, the most frequent were the following:

''To obtain information'' (94.2%) ''To obtain forms'' (79.1%) ''To return filled forms'' (39.2%) ''To place offers/quotations in electronic tenders'' (17.1%)

Graph 2.13. Purpose of using e-government services

94.2%

79.1%

39.2%

17.1%

To return filled forms

To obtain forms

To obtain information

To place offers / quoationsin the electronic bid system

72



2.3.5. Website 52.9% enterprises feature website, while 47.1% enterprises gave negative reply.

Regarding the structure of enterprises by size, the following data were obtained:

• 75.2% large companies feature website • 59.9% middle-size enterprises feature website • 49.6% small-size enterprises feature website.

52.9% enterprises in the Republic of Serbia have website

Differences are notable relative to the territorial distribution. In Belgrade, 63.8% enterprises feature website, in Vojvodina 47.7% and in the central Serbia 45.6%.

Graph 2.14. Does your enterprise have website?

YES52.9%

NO 47.1%

Website in enterprises, by activities:

• Real estate activities, renting and business operations (66.8%) • Transport, storage and communications (66.8%) • Construction (57.3%) • Hotels, campsites and other short-term dwelling resorts (54.7%) • Cinema and video activities, radio and TV activities (50.5%) • Wholesale and retail trade (49.9%) • Manufacturing (48.6%).

Graph 2.15. Does your enterprise provide the following services through website?

89.0%

53.1%

23.3%

Access to products’catalogues and price-lists

Marketing of products range

After-sales support

73


Most frequently the enterprises provide the following services by the way of website:

• Marketing of production range (89.0%) • Access to products’ catalogues and pricelists (51.3%) • After-sales support (23.3%).

2.3.6. Data protection systems

The following systems are most frequently used for data protection in enterprises:

• Anti-virus software (82.6%) • Firewall, software or hardware (30.2%) • Security servers (21.9%) • Off-site data backup (16.0%).

Graph 2.16. Does your enterprise use the following data protection systems?

82.6%

30.2%

21.9%

16.0%

Security servers

Firewall, software or hardware

Anti-virus software

Off-site data backup

35.7% enterprises encountered problems with computer viruses (worm, Troyan attack) and these resulted in loss of information or waste of work time

74



2.3.7. E-commerce 17.6% enterprises of the Republic of Serbia ordered goods/services by the way of Internet.

Regarding the structure of enterprises by size, the following data are notable:

• 23.3% large companies ordered goods/services through Internet • 17.7% middle-size enterprises ordered goods/services through Internet • 17.2% small-size enterprises ordered goods/services through Internet.

17.6% enterprises of the Republic of Serbia ordered goods/services by the way of Internet

Graph 2.17. Did your enterprise order goods/services through Internet in 2005?

23.3%

17.7%

17.6%

17.2% Small size

Large size

Medium size

Total

The enterprises gave the following replies on the question of the share of Internet purchases in all purchases:

''Less than 1%'' (25.5% enterprises) ''More than 1% and less than 5%'' (26.0% enterprises) ''More than 5% and less than 10%'' (20.3% enterprises) ''More than 10% and less than 25%'' (7.7% enterprises) ''25 % and over'' (20.5% enterprises)

Graph 2.18. The share of Internet purchases in all purchases in 2005

25% and over20.5%

More than 1% and

less than 5%26.0%

More than 5% and

less than 10%20.3%

Less than 1%25.5%

More than 10% and

less than 25%7.7%

75


According to the survey results only 8.3% enterprises received orders by the way of Internet (email orders excluded) and 91.7% enterprises did not use the subject possibility.

8.3% enterprises of the Republic of Serbia received orders by the way of Internet

Graph 2.19. Did your enterprise receive orders by Internet in 2005?

NO91.7%

YES8.3%

1.4% enterprises of the Republic of Serbia ordered goods/services by the way of external computer networks other than Internet

76



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Hotels, campsites and other short-term dwelling resorts 100.0 100.0 100.0 100.0 100.0 100.0 100.0

Real estate activities, renting and business operations 100.0 100.0 100.0 100.0 100.0 100.0 100.0

Cinema and video activities, radio and TV activities 100.0 100.0 100.0 100.0 100.0 100.0 100.0

Manufacturing 100.0 98.8 100.0 99.4 100.0 100.0 99.7Wholesale and retail trade, motor vehicles repair 97.7 96.8 100.0 99.0 89.4 100.0 97.6

Transport, storage and communications 90.0 100.0 100.0 84.1 100.0 100.0 92.1

Construction 83.3 100.0 100.0 100.0 86.9 83.8 87.7

96.7 98.7 100.0 98.1 98.3 94.2 97.3

Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

34.1 57.7 59.8 44.9 47.4 29.3 39.731.6 14.6 10.3 13.6 13.6 45.0 27.420.9 13.7 20.5 24.7 16.6 16.2 19.68.2 8.4 5.2 11.4 3.6 7.3 8.15.2 5.6 4.1 5.4 9.6 2.1 5.2

%A2: Share of employees that use computer minimum once a week

Region

Enterprises

A1: Does your enterprise use computer in business operations?

MODULE 2.A: ICT system - Basic information

Total

YES

Act

ivity

%

Tot

al

Size

75%-100%25%- 49%50%-74%

Size Region

Tot

al

1%- 24%

Enterprises

2.4. SURVEY RESULTS

Do not use

77


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e


Manufacturing 26.2 51.7 23.1 32.7 31.5 33.4 32.7Wholesale and retail trade. Motor vehicles repair 25.6 38.6 44.3 38.4 6.2 28.2 27.2



Construction 16.7 12.3 46.4 6.5 14.3 26.6 17.8Hotels, campsites and other short-term dwelling resorts 0.0 0.0 0.0 0.0 0.0 0.0 0.0

25.8 39.2 29.1 29.0 20.3 32.8 28.4

Tot

al

Act

ivity

Total

A3: Are there any employees that have access to the computer system of enterprise from places other than regular work place?

%

Enterprises

Size Region

YES

78



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Transport storage and communications 60.0 100.0 20.8 100.0 100.0 97.5 98.5

Construction 64.1 100.0 50.0 100.0 100.0 87.5 92.9Real estate activities, renting and business operations 100.0 100.0 68.8 0.0 0.0 92.8 92.8

Wholesale and retail trade, motor vehicles repair 100.0 92.9 0.0 50.0 100.0 74.7 64.6

Manufacturing 81.9 38.7 82.1 48.7 84.6 77.5 64.1Cinema and video activities, radio and TV activities 98.5 100.0 0.0 14.3 100.0 22.2 24.0


78.8 46.7 85.7 51.6 90.3 82.2 71.3





Manufacturing 27.3 9.1 50.0 5.5 49.8 26.4 21.3Construction 0.0 0.0 84.4 72.7 6.8 11.7 13.3Hotels, campsites and other short-term dwelling resorts 0.0 0.0 0.0 0.0 0.0 0.0 0.0

38.7 16.0 55.6 15.4 44.2 47.5 34.01) Results are relative only to enterprises that gave affirmative reply to A3 question.

Total

From home1)

Act

ivity

%

Tot

al

Size Region

Enterprises

A4: Access of employees to the computer system of enterprise

Access by other users and external business partners 1)

Act

ivity

Total

79


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

%

Tot

al

Size Region

Enterprises

A4: Access of employees to the computer system of enterprise




Construction 0.0 100.0 84.4 72.7 6.8 36.6 27.6Cinema and video activities, radio and TV activities 0.0 0.0 50.0 0.0 0.0 11.1 4.0


43.7 29.3 72.0 13.5 45.9 66.6 41.7




Construction 50.0 50.0 100.0 100.0 100.0 26.8 58.4Manufacturing 54.6 13.7 75.0 22.5 56.7 58.7 39.0Wholesale and retail trade, motor vehicles repair 18.2 58.2 50.0 0.0 37.0 46.0 24.7



Total

Act

ivity

Total

While on business trip, e.g. from hotels, airports, etc.1)

Act

ivity

From other geographic locations of the subject enterpriseor enterprise group1)

80



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e





Manufacturing 4.7 11.7 16.2 7.6 2.6 14.1 7.6Hotels, campsites and other short-term dwelling resorts 0.0 10.8 16.7 13.3 0.0 0.0 6.7

Construction 0.0 12.3 0.0 8.3 0.0 3.3 2.5

8.9 12.5 17.2 12.7 4.9 10.2 12.7

A5: Does your enterprise encounter difficulties whe trying to hire ICT skilled workers (from basic to professional level)?

Total

YES

Act

ivity

%

Tot

al

Size Region

Enterprises

81


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e




Wholesale and retail sale, motor vehicles repair 25.0 33.3 76.2 46.4 89.5 6.1 28.8


Construction 0.0 0.0 0.0 0.0 0.0 0.0 0.0

43.4 35.0 62.0 55.5 37.1 28.9 43.2



Manufacturing 50.0 70.0 54.2 72.4 69.2 37.6 58.5Construction 0.0 50.0 0.0 100.0 0.0 0.0 50.0Wholesale and retail sale, motor vehicles repair 25.0 33.3 66.7 0.0 26.3 54.7 28.3




A6: Does your enterprise face the following problems when hiring ICT skilled workers?

ICT professionals with required skills are not available1)

Act

ivity

Total

%

Tot

al

Size Region

Enterprises

Total

Workers with required ICT skills are not available 1)

Act

ivity

82



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

A6: Does your enterprise face the following problems when hiring ICT skilled workers?

%

Tot

al

Size Region

Enterprises




Manufacturing 0.0 40.0 57.6 27.6 69.2 17.2 27.2Wholesale and retail sale, motor vehicles repair 25.0 33.3 45.0 53.6 10.5 3.8 26.8



Act

ivity

High costs of hiring ICT professionals1)

Total

83


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e



Cinema and video activities, radio and video activities 21.4 15.3 28.8 31.4 85.7 20.0 36.5



Construction 0.0 18.7 42.0 9.5 3.1 9.0 6.3

24.3 20.9 32.6 25.8 19.3 25.5 24.1




Construction 50.0 43.8 81.2 40.2 67.8 33.7 50.7Wholesale and retail trade, motor vehicles repair 41.9 70.9 62.3 51.9 37.3 43.7 45.1

Cinema and video activities, radio and video activities 20.0 81.3 100.0 28.2 23.1 55.0 32.7

49.3 62.0 79.3 51.1 63.9 48.6 53.2

Tot

al

Size Region

Enterprises

A7: Does your enterprise use the following information and communication technologies?

Wire based LAN

Act

ivity

Total

Total

Wireless LAN

Act

ivity

%

84



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Tot

al

Size Region

Enterprises

A7: Does your enterprise use the following information and communication technologies?

%




Manufacturing 42.9 40.0 56.6 28.2 54.6 67.4 43.4Cinema and video activities, radio and video activities 36.5 37.5 100.0 33.8 85.7 25.0 39.0


Construction 0.0 25.1 50.0 17.8 6.4 6.4 8.1

36.0 44.5 57.9 30.0 38.1 48.3 38.7


Manufacturing 9.5 20.0 23.1 9.2 9.6 29.0 13.5Cinema and video activities, radio and video activities 11.8 12.5 66.7 16.9 0.0 10.0 13.3




Construction 0.0 12.3 11.6 0.0 0.6 7.8 3.2

7.0 21.1 26.7 9.7 5.5 14.7 10.6

Act

ivity

Intranet (not Internet)

Total

Extranet (not Internet)

Act

ivity

Total

85


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e




Manufacturing 26.2 30.5 27.2 24.9 29.8 30.7 27.4Construction 16.7 25.1 30.4 46.7 13.1 15.5 19.1Real estate activities, renting and business operations 7.2 0.0 25.9 21.1 0.0 1.2 6.8


31.5 26.0 27.4 28.9 26.2 34.3 30.3

A8: Does your enterprise use the IT systems for managing marketing/receipt of goods?

Total

YES

Act

ivity

%

Tot

al

Size Region

Enterprises

86



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e





Construction 0.0 25.5 76.2 13.9 0.0 29.2 14.2Hotels, campsites,and other short-term dwelling resorts 0.0 0.0 0.0 0.0 0.0 0.0 0.0

55.7 53.4 57.5 64.1 47.3 51.7 55.4


Hotels, campsites,and other short-term dwelling resorts 100.0 0.0 0.0 100.0 0.0 0.0 100.0



Construction 50.0 100.0 76.2 13.9 100.0 92.3 65.6Real estate activities, renting and business operations 0.0 0.0 100.0 0.0 0.0 100.0 10.8

84.0 75.9 81.3 82.6 100.0 74.2 82.61) Results are relative only to enterprises that replied affirmative to A8 question.

Total

Internal system for new orders and stocks maintenance 1)

Act

ivity

Tot

al

Size Region

Enterprises

A9: Are the IT systems of your enterprise for order management automatically linked to any of the following IT systems?

Invoicing and payment system1)

Del

atno

st

Total

%

87


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Tot

al

Size Region

Enterprises

A9: Are the IT systems of your enterprise for order management automatically linked to any of the following IT systems?

%



Construction 0.0 25.5 13.6 3.8 0.0 21.2 8.0Hotels, campsites,and other short-term dwelling resorts 0.0 0.0 0.0 0.0 0.0 0.0 0.0



25.6 45.8 45.3 19.5 46.1 30.8 29.7




Manufacturing 36.4 27.0 25.3 13.8 57.6 40.6 32.7Real estate activities, renting and business operations 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Hotels, campsites,and other short-term dwelling resorts 0.0 0.0 0.0 0.0 0.0 0.0 0.0

40.7 29.3 28.8 30.4 53.9 38.0 38.41) Results are relative only to enterprises that replied affirmative to A8 question.

Total

Business systems of your external providers1)

Act

ivity

Total

Act

ivity

Your production, logistics and service operations control systems 1)

88



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e






35.7 26.1 16.6 34.3 36.7 29.1 33.0

Manufacturing 38.1 57.6 52.5 44.0 39.3 52.2 44.5Transport, storage and communications 40.0 66.3 43.2 42.9 97.6 28.2 44.1





31.2 51.1 50.5 41.0 34.1 31.4 35.8

A10: To what extent your enterprise replaced traditional post mails by electronic means in the last five years?

Small changes

Act

ivity

Total

Total

No changes (post mails used only)

Act

ivity

%

Tot

al

Size Region

Enterprises

89


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

A10: To what extent your enterprise replaced traditional post mails by electronic means in the last five years?

%

Tot

al

Size Region

Enterprises




Manufacturing 21.4 11.7 22.0 14.6 23.1 24.7 19.0Construction 16.7 18.7 42.0 6.5 27.4 12.9 18.7Transport, storage and communications 20.0 0.0 18.2 0.0 2.4 44.3 17.1


25.9 19.7 24.1 18.0 20.8 34.3 24.7






3.9 2.5 8.1 4.8 3.1 3.4 3.9

Total

Changes mostly or wholly introduced

Act

ivity

Total

Act

ivity

Significant changes

90



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Real estate activities, renting, business operations 100.0 100.0 92.6 99.3 100.0 100.0 99.8




Construction 83.3 93.6 95.7 98.2 84.2 83.8 86.2Hotels, campsites and other short-term dwelling resors 75.3 89.2 83.3 64.9 100.0 95.9 81.3

89.7 90.9 94.1 86.6 86.6 96.2 90.2

Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

49.4 56.9 64.8 57.6 55.1 42.9 51.67.9 4.0 2.1 6.6 12.8 27.8 15.918.0 9.6 7.2 18.6 18.7 5.0 13.612.3 11.2 10.7 13.6 13.0 9.8 12.012.3 18.3 15.2 3.6 0.4 14.4 6.9

B1: Does your enterprise have access to Internet?

B2: Share of employees that use Internet

MODULE 2.B: Internet usage

Total

YES

Act

ivity

%

Tota

l

Size Region

Enterprises

%Enterprises

Size Region

Tota

l

25%- 49%75%-100%

1%- 24%50%-74%Do not use

91


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e






Construction 33.3 81.3 60.9 93.5 31.0 41.6 44.5

62.2 60.4 59.1 69.6 62.8 52.7 61.7






24.1 17.2 26.9 17.7 24.0 28.1 23.0

Tot

al

Size Region

Enterprises

B3: Does your enterprise have any of the following external Internet connections?

ISDN

Act

ivity

Total

Total

Traditional modem

Act

ivity

%

92



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Tot

al

Size Region

Enterprises


%






Construction 0.0 12.3 30.4 3.0 1.0 9.0 4.3

21.6 16.1 25.2 19.9 12.6 27.1 20.8






Manufacturing 19.0 17.6 27.2 12.0 20.4 36.9 19.4Construction 8.3 12.3 4.3 50.3 0.0 3.3 8.9

20.1 22.5 27.6 16.3 12.0 31.6 20.9

Act

ivity

DSL (xDSL, ADSL, SDSL, etc.)

Total

Other fixed Internet connections (e.g. cable rented network)

Act

ivity

Total

93


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Tot

al

Size Region

Enterprises


%






6.9 14.6 17.4 8.1 8.4 9.9 8.8

Mobile lines

Act

ivity

Total

94



(Internet services user ) %

Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e


Construction 66.7 74.9 88.4 87.0 71.1 61.0 69.7Transport, storage and communications 70.0 55.1 65.9 37.1 97.6 98.1 67.6




63.8 71.8 73.6 60.4 63.8 72.7 65.8






Manufacturing 14.3 15.3 34.6 12.9 16.2 25.7 16.4Construction 8.3 25.1 53.6 22.5 15.2 10.2 14.4

20.2 23.4 37.8 17.2 22.1 26.2 21.7

Size Region

Enterprises

B5: Does your enterprise use Internet for the following purposes?

Training and education

Act

ivity

Total

Total

Banking and financial services

Act

ivity

Tota

l

95



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Size Region

Enterprises


Tota

l





Construction 50.0 50.0 81.2 30.4 54.7 57.1 51.9Transport, storage and communications 50.0 33.7 63.6 33.9 32.9 72.5 48.4

59.4 65.1 70.3 62.2 49.5 67.1 61.0






16.0 11.2 18.6 17.3 7.2 18.4 15.3

Total

Digital goods and services receipt

Act

ivity

Total

Act

ivity

Market study (e.g.prices)

96




Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Size Region

Enterprises


Tota

l






16.2 11.3 19.3 14.5 9.8 20.0 15.5

%

Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e






46.5 52.1 68.3 46.5 48.3 51.1 48.6

YES

Act

ivity

Total

B6: Does your enterprise use e-government services?

Enterprises

Size Region

Tot

al

Act

ivity

Total

After-sales service

97


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Real estate activities, renting and businessoperations 100.0 100.0 100.0 100.0 100.0 100.0 100.0

Cinema and vieo activities, radio and TV activities 100.0 100.0 100.0 100.0 100.0 100.0 100.0



Construction 100.0 88.7 100.0 100.0 100.0 84.4 96.3Manufacturing 85.7 97.3 96.6 89.9 74.9 99.3 88.9Hotels, campsites and other short-term dwelling resorts 0.0 100.0 71.4 100.0 100.0 31.8 68.8

93.3 97.4 94.9 93.5 89.1 98.0 94.2






Construction 33.2 66.7 90.6 74.2 39.3 69.7 52.1

76.7 85.1 87.4 72.5 81.5 83.9 79.11) Results are relative only to enterprises that gave affirmative reply to B6 question

B7: Does your enterprise use e-government services in the following ways?

To order forms, e.g. tax forms1)

Act

ivity

Total

Total

To obtain information1)

Act

ivity

%

Tot

al

Size Region

Enterprises

98



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

B7: Does your enterprise use e-government services in the following ways? %

Tot

al

Size Region

Enterprises






36.6 40.6 59.8 41.8 36.4 38.3 39.2





Construction 0.0 44.7 9.4 25.8 6.1 33.3 15.7Manufacturing 7.1 21.7 17.6 7.9 4.2 22.9 10.9Real estate activities, renting and business operations 0.0 0.0 9.1 0.0 0.0 0.5 0.4

15.7 21.3 20.2 13.4 11.4 24.1 17.11) Results are relative only to enterprises that gave affirmative reply to B6 question

Total

Act

ivity

Total

Offers/quotations in electronic tenders system1)

Act

ivity

To return filled forms 1)

99


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e






Manufacturing 42.9 52.9 76.4 41.3 42.2 74.7 48.6

49.6 59.9 75.2 45.6 47.7 63.8 52.9

B8: Does your enterprise feature website?

Total

YES

Act

ivity

%

Tot

al

Size Region

Enterprises

100



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

Construction 100.0 100.0 100.0 100.0 100.0 100.0 100.0Hotels, campsites and other short-time dwelling resorts 100.0 100.0 77.8 100.0 100.0 93.9 97.5





86.7 95.6 93.1 83.3 93.5 91.3 89.0

Construction 85.8 24.8 43.8 4.2 97.7 66.3 72.1Wholesale and retail sale, motor vehicles repair 65.0 58.4 43.9 79.6 67.8 51.3 63.5





56.6 42.6 47.7 43.9 75.1 49.7 53.11) Results relative only to enterprises that gave affirmative reply to B8 question

Enterprises

Total

Production range marketing1)

Act

ivity

B9: Your enterprise as provider through website, i.e. your enterprise as Internet services provider

Access to products' catalogues and pricelists1)

Act

ivity

Total

%

Tota

l

Size Region

101


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

eEnterprises

B9: Your enterprise as provider through website, i.e. your enterprise as Internet services provider

%

Tota

l

Size Region

Manufacturing 33.3 24.4 19.1 23.0 24.5 39.5 28.7Wholsale and retail trade, motor vehicles repair 25.0 41.6 22.0 14.8 32.2 34.4 27.5





Construction 0.0 12.7 16.7 2.5 0.0 11.8 3.5

22.6 27.2 19.3 16.7 23.0 28.4 23.31) Results relative only to enterprises that gave affirmative reply to B8 question

Total

Act

ivity

After-sales support1)

102



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e






82.1 83.4 86.4 78.5 85.1 85.4 82.6



Manufacturing 31.0 23.5 51.4 19.0 43.0 45.7 30.9Cinema and video activities, radio and TV activities 24.7 50.0 100.0 21.1 100.0 15.0 30.5



Construction 0.0 12.3 50.0 19.0 2.1 4.5 5.6

27.6 33.9 55.0 24.0 30.9 36.4 30.2

B10: Does your enterprise use the following data security systems?

Firewalls, software or hardware

Act

ivity

Total

Total

Anti-virus software

Act

ivity

%

Tot

al

Size Region

Enterprises

103


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

B10: Does your enterprise use the following data security systems?%

Tot

al

Size Region

Enterprises





Manufacturing 21.4 15.3 32.4 14.1 24.9 32.8 20.9Hotels, camsites and other short-term dwelling resorts 17.8 0.0 16.7 2.7 0.0 27.1 10.1

Construction 0.0 18.7 53.6 7.7 1.5 13.6 7.0

20.4 23.7 35.9 15.3 21.4 29.1 21.9



Manufacturing 26.2 5.9 17.9 14.9 25.5 26.7 20.2Real estate activities, renting ad business operations 14.3 22.6 63.0 10.2 0.0 23.3 16.8

Wholsale and retail trade, motor vehicles repair 7.0 32.3 26.2 8.4 12.9 9.5 9.8

Hotels, campsites and other short-term dwelling resots 0.0 10.8 41.7 6.8 0.0 14.6 8.1

Construction 0.0 6.4 18.8 4.7 1.0 3.3 2.4

15.9 14.7 22.2 12.9 14.9 20.1 16.0

Total

Off-site data backup

Act

ivity

Total

Act

ivity

Security servers (backup protocols, e.g. shttp)

104



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e





Construction 25.0 31.1 46.4 13.0 31.0 29.2 27.6Manufacturing 16.7 41.2 36.5 25.8 17.2 32.0 24.8Hotels, campsites and other short-term dwelling resorts 0.0 10.8 0.0 0.0 25.9 0.0 4.7

34.5 39.7 40.7 33.9 25.0 44.5 35.7

B12: Did your enterprise encounter security problems with ICT (e.g. computer viruses, unauthorized external access to computer system) that resulted in loss

of information or waste of working time?

Total

YES

Act

ivity

%

Tot

al

Size Region

Enterprises

105


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e



Cinema and video, radio and TV activities 24.7 18.8 0.0 31.4 14.3 0.0 23.1


Manufacturing 9.5 12.9 18.4 11.4 5.7 17.8 11.2Construction 0.0 37.4 42.0 24.3 3.1 12.9 10.0Hotels, campsites and other other short-term dwelling resorts 0.0 0.0 16.7 2.7 0.0 0.0 1.3

17.2 17.7 23.3 19.1 4.2 24.5 17.6

Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

25.1 26.0 35.3 41.0 40.2 12.0 26.019.0 51.6 28.1 15.5 44.9 31.7 25.523.0 10.9 8.1 14.9 0.0 26.0 20.524.2 3.8 20.7 26.9 13.1 15.7 20.38.7 3.5 8.1 2.1 1.9 13.0 7.7

YES

Act

ivity

Over 5% and less than 10%Over 10% and less than 25%1) Data relative to enterprises that gave positive reply to C1 question

Over 1% and less than 5%Less than 1%

%

Tot

al

Size Region

Enterprises

MODULE 2.C: E-commerce

%Enterprises

Size Region

Tot

alC2: Internet purchases relative to all purchases in 20051)

C1: Did your enterprise ordered goods or services through Internet (typed emails excluded) in 2005?

Total

25% and over

106



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e



Cinema and video, radio and TV activities 9.3 19.3 29.5 16.0 4.5 9.5 10.6


Manufacturing 0.0 10.8 0.0 0.0 25.9 0.0 4.7Construction 2.4 4.7 16.2 5.5 3.3 2.4 4.3Hotels, campsites and other other short-term dwelling resorts 0.0 12.3 18.8 3.0 2.7 5.2 3.7

7.4 9.3 17.9 9.3 3.5 10.2 8.3

sm

all

(10-

49)

med

ium

(50-

249)

larg

e (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

34.8 6.7 13.5 22.8 0.0 36.4 26.722.9 27.4 24.0 27.1 23.6 20.9 23.918.6 24.6 35.6 22.0 15.7 23.1 21.923.6 6.7 1.9 22.5 13.5 14.0 17.70.0 34.6 25.0 5.6 47.2 5.7 9.9

C4: Percentage share of turnover made upon Internet received orders in total turnover in 2005

Over 10% and less than 25%Less than 1%

Over 5% and less than 10%Over 1% and less than 5%25% and over

%Enterprises

Size Region

Tot

al

YES

Act

ivity

Total

C3: Did your enterprises receive Internet orders in 2005 (email orders excluded) ?

%

Enterprises

Size Region

Tot

al

107


Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

74.3 72.6 91.3 73.4 70.5 79.9 76.112.9 6.7 0.0 3.1 0.0 19.1 10.112.9 0.0 1.9 19.9 0.0 0.5 9.00.0 20.7 4.8 3.1 29.5 0.5 4.50.0 0.0 1.9 0.5 0.0 0.0 0.2

53.5 39.7 48.1 41.7 21.3 64.5 50.144.9 52.5 29.8 51.4 56.2 35.5 44.60.0 7.8 5.8 1.5 15.7 0.0 2.31.7 0.0 8.7 4.3 2.2 0.0 2.10.0 0.0 7.7 1.0 4.5 0.0 0.9

Less than 1%Over 10% and less than 25%

B2C Sales to physical persons

Over 10% and less than 25%

Less than 1%25% and overOver 5% and less than 10%Over 1% and less than 5%

B2B Sales to other enterprisesB2G Sales to public administration bodies

25% and overOver 1% and less than 5%Over 5% and less than 10%

%Enterprises

Size Region

Tot

al

C5: Overall Internet puechase in 2005, by type of customers

108



Sm

all

(10-

49)

Med

ium

(50-

249)

Lar

ge (2

50+)

Cen

tral

Ser

bia

Voj

vodi

na

Bel

grad

e

90.9 71.7 78.8 87.5 95.5 82.1 85.89.1 20.6 8.7 10.5 2.3 14.0 11.30.0 7.8 6.7 1.0 0.0 3.9 2.30.0 0.0 5.8 1.0 2.3 0.0 0.70.0 0.0 0.0 0.0 0.0 0.0 0.0

81.8 64.2 62.5 72.9 71.9 79.9 76.018.2 14.5 31.7 22.5 12.4 17.2 22.00.0 6.7 1.9 3.6 0.0 0.0 0.80.0 7.8 1.9 0.5 15.7 0.0 0.60.0 6.7 1.9 0.5 0.0 2.9 0.6

77.1 74.9 61.5 57.9 69.3 92.4 74.922.9 6.7 14.4 37.0 9.1 2.9 18.60.0 18.4 15.4 3.3 21.6 3.9 5.40.0 0.0 6.7 1.3 0.0 0.7 0.90.0 0.0 1.9 0.5 0.0 0.0 0.2

Over 5% and less than 10%25% and overOver 1% and less than 5%Over 10% and less than 25%

Over 10% and less than 25%

Other countries

Less than 1%

Less than 1%25% and overOver 1% and less than 5%Over 5% and less than 10%

Over 5% and less than 10%Over 1% and less than 5%

EU countries

Domestic

25% and overLess than 1%Over 10% and less than 25%

C6: Total Internet sales in 2005, by place of destination %

Tot

al

Size Region

Enterprises

109


2.5. QUESTIONNAIRE

Usage of information – communication technologies in enterprises

MODULE 2.A: Main data on ICT system

YES NO A1: Does your enterprise use computer in business operations?

End

A2: Please estimate the share of the employees that use computer at least once a week? %

YES NO A3: Are there employees in your enterprise that partly spend work time (once or several times per week) doing work out of their office and then have access to the computer system of the enterprise?

Go to A5 A4: How is the access to the computer system of the enterprise

made? YES NO

a) From home

b) From other users or external business partners

c) From other geographic locations of the enterprise or the group of enterprises

d) While on business trip, e.g. from hotel, airport, etc.

YES NO A5: Does your enterprise encounter difficulties when hiring workers skillful in ICT (from basic to professional level)?

Go to A7 A6: Does your enterprise face the following problems when trying to

hire workers skillful in ICT? YES NO

a) Workers with required skills for the usage of ICT applications are not available

b) Professionals with skills required for ICT usage (IT professionals) are not available

c) High costs of hiring ICT professionals

110



A7: Does your enterprise use the following information and

communication technologies? YES NO

a) Wireless LAN

b) Wire based LAN

c) Intranet (not Internet)

d) Extranet (not Internet)

YES NO A8: Does your enterprise use IT systems for business management relative to orders placement or receipt?

Go to A10 A9: Are the IT systems of your enterprise for orders management

automatically linked with some of the following IT systems? YES NO

a) Internal system of placing new orders and stocks replacement

b) System of invoicing and payments

c) Your system of monitoring production process, logistics and service operations

d) Business systems of your providers (for the providers out of your enterprise group)

A10: To what extent has your enterprise replaced the use of traditional mail services (e.g. invoice mailing, direct mails, etc.) with the use of electronic communications (Intranet, Extranet, Internet, e-mail messages) in contacts with clients and other enterprises in the last five years? (Mark one reply only.)

a) No replacements (all documents sent by mail)

b) Small replacements (now instead of traditional mail services, we sometimes apply electronic communications means, however post mailing is still prevailing)

c) Significant novelties (electronic communications became dominant)

d) Changes were introduced mostly or wholly (traditional mail was used, now only occasionally and all documents are sent in electronic way)

e) Not applicable (traditional postal services were never relevant communication means for the enterprise)

111


MODULE 2.B: Internet usage

YES NO B1: Does your enterprise have the access to Internet?

Go to D1

B2: Please estimate the share of the employees that use Internet at least once a week? %

B3: Does your enterprise have any of the following external connections to Internet? YES NO

a) Traditional Modem (dial-up access through regular phone line)

b) ISDN connection

c) DSL (xDSL, ADSL, SDSL, etc.) connection

d) Other fixed Internet connection (e.g. cable line, rented)

e) Mobile connections (e.g. analog mobile phone, GSM, GPRS, UMTS, EDGE, CDMA2000 1xEVDO)

B4: What is the maximum speed of the Internet connection of your enterprise (according to the contract)? (Mark one reply only)

a) Below 144 Kb/s

b) 144 Kb/s and over and below 2 Mb/s

c) 2 Mb/s or over

B5: Does your enterprise use Internet for the following purposes? (As user of Internet services) YES NO

a) Banking and financial services

b) Training and education

c) Market monitoring (e.g. prices)

d) Receipt of digital items and services

e) After-sales service (claims, maintenance Internet support)

YES NO B6: Does your enterprise use public administration services through Internet?

Go to B8

112



B7: Does your enterprise use public administration services in the

following ways? YES NO

a) To obtain information

b) To provide forms, e.g. tax forms

c) To send back filled forms, e.g. statistical information to public administration

d) To place offers/proposals in electronic tenders

YES NO B8: Does your enterprise have website?

Go to B10 B9: Does your enterprise provide the following by the way of

website: (Your enterprise as Internet service provider) YES NO

a) Enterprise products marketing

b) Access to products catalogues and price lists

c) After-sales support

B10: Does your enterprise use the following systems of data protection? YES NO

a) Anti-virus software

b) Firewall software or hardware

c) Security servers (security support protocols, e.g. shttp)

d) Off-site data backup

B11: Is it possible to communicate with your enterprise with the use of the following security tools? YES NO

a) Electronic digital signature as user authenticity checking tool

b) Other authenticity checking tool (e.g. PIN code)

c) Data coding for confidentiality protection

YES NO B12: Did your enterprise encounter security problems related to ICT (computer virus, works or Troyan attack, unauthorized external approach to the computer system) that caused the loss of information or waste of time?

113


MODULE 2.C: Electronic business operations (Internet)

Internet-placed orders (purchase)

YES NO C1: Did your enterprise in 2005 order goods/services through Internet (excluding typed email messages)?

Go to C3 C2: Please estimate the percentage share of Internet purchase in total purchase in 2005? (Mark one reply only)

a) Below 1%

b) 1% - 5%

c) 5% - 10%

d) 10% - 25%

e) 25% and over

Internet received orders (sales)

YES NO C3: Did your enterprise receive orders by Internet (excluding email orders) in 2005?

Go to D1

C4: Please estimate the share of turnover realized pursuant to Internet received orders, in the total 2005 turnover.

%

C5: Please review total sales by Internet in 2005, by categories of customers.

a) B2B (sales to other enterprises) and B2G (sales to public administration bodies) %

b) B2C (sales to physical persons) %

c) TOTAL 1 0 0 %

C6: Please review total sales by Internet in 2005, by destination.

a) Domestic % b) EU countries % c) Other countries %

d) TOTAL 1 0 0 %

114



MODULE 2.D: Electronic business operations through external computer networks (other than Internet)

Orders placed through external computer networks (other than Internet) (Purchase)

(EDI, EDIFACT, etc.)

YES NO D1: Did your enterprise in 2005 order goods/services through external computer networks (other than Internet)?

Go to D3

D2: Please estimate the percentage share of orders through external computer networks (other than Internet) in total purchase in 2005? (Mark one reply only)

a) Below 1%

b) 1% - 25%

c) 25% - 50%

d) 50% - 75%

e) 75% and over

Orders received through external computer networks (other than Internet) (Sales)

(EDI, EDIFACT, etc.)

YES NO D3: Did your enterprise in 2005 receive orders through external computer networks (other than Internet)?

End

D4: Please estimate the share of turnover realized pursuant to the orders received through external computer networks (other than Internet), in the total 2005 turnover?

%

115


ICT DICTIONARY

ADSL (Asymmetric Digital Subscriber Line):

Broadband digital transmission technology that uses the existing telephone line and provides for possible simultaneous data sending and voice communication. The larger part of range serves for data sending to user and the speed extends up to 6 Mbps.

Bit (Binary Digit):

The smallest information unit that computer handles. Bit is expressed as 1 or 0 in binary presentation, or as true, i.e. false in logic presentation. A group of 8 bits makes 1 bite.

Broadband:

Communication system the agent (carrier) of which (e.g. optical cable) forwards multiplied data simultaneously, and each individual data is made module at different frequency.

B2B (Business-to-Business):

Transactions between two enterprises that are carried out by the way of networks based on IP and through other computer networks.

B2C (Business-to-Customer):

Transactions that are carried out between business and private customer through IP networks and by the way of other computer networks.

Downloading-overtaking:

Electronic transfer of information from distant computer to your computer. Overtaking of data files from anonymous FTP is a popular way of obtaining free of charge software of public property.

Dial-up connection:

When telephone network is used for connecting to network. Included are modem and regular telephone line, ISDN card and ISDN line, etc. If you are a typical computer user, you have one or two dial-up connections: one for the link to Internet and another for the link to the network at your enterprise.

DVD (Digital Video Disc):

Type of optical disc for data storage. DVD is similar to CD-ROM disc, however features several times larger capacity. Generally DVD is used for the storage of films and other multimedia contents that are demanding regarding the capacity of stored data.

Disc:

Unit for data storage, integrated into your computer.

116



DSL (Digital Subscriber Line):

A type of fast Internet connection by using standard telephone parities. It can be a kind of broadband connection.

xDSL, ADSL, etc.:

Transfers carried out through Internet networks based on protocol and through other computer networks. Goods and services are ordered by the way of these networks, however payment and final deliveries of goods or services can be effected online or offline. Orders received by phone, fax or mail are not included in the category of electronic commerce.

Digital goods or services:

Goods/services that can be ordered and delivered directly by computer, through Internet, e.g. music, video films, games, computer software, ‘online’ news, consulting, etc.

E-mail:

Electronic message transfer, including texts and attachments, from one to another computer that are located within or outside the organization. Here included are electronic mails through Internet or other computer networks.

Extranet:

Safe Intranet extension that provides access for external users to certain Intranet parts in the organization.

Electronic commerce:

E-Commerce (Electronic Commerce) anticipates the purchase or sales of goods or services through Internet, especially by the means of World Wide Web. Practically this term is frequently used instead of the recent term e-business, which means making business through Internet.

Firewall:

Hardware and software combination, which maintains the system safe and secure. Usually it is used to prevent unauthorized external access to internal local network. Firewall stops direct communication of the network with external computers.

Hard disk:

The unit containing hard discs integrated into computer, where data are magnetically recorded and read from, with a set of mobile heads.

Hardware:

Physical unit of computer system, including also external units, printers, modems, mouse units, etc.

117


Internet:

World computer network.

Internet address:

Address of certain resource at Internet. Typically it could be:

http://www.statserb.sr.gov.yu

Intranet:

Network within an organization, based on Internet technologies and protocols, however available to certain group of users, e.g. staff members.

ISDN (Integrated Services Digital Network):

Fast digital telephone service, speed of up to 128 Kbps, which is several times faster than analogous modem.

Local Area Network (LAN):

Local network comprising and connecting a group of computers, printers and other units on a relatively limited location (e.g. building construction). Each connected LAN unit is enabled to communicate with other networks, as required.

Network:

A group of computers or other units, such as printers, scanners and other that are connected to communication link, which facilitates possible interaction for all units. It could be of small or large size, cabled, wireless, permanently connected, casually connected. The largest network is Internet, the largest group of all inter-connected world networks.

Server:

Computer, within network area, which contains shared resources that are used by network users.

Virus:

Computer software, which when started and entered makes computer data damaged or deleted.

Wide Area Network (WAN):

Communication network that links computers, printers and other similar units of separate geographic areas.

Window:

A part of monitor screen where from programs and processes can be started. User can start several windows simultaneously.

118

http://www.servis4pc.com/

Documents

ICT usage in the Republic of Serbia, 2006€¦ · Translation: Vesna Aralica, Gordana Nedeljković Cover page design: Nemanja Pavlović, Gordana Glušac Printed by: ″Publikum″